The advantages and potential disadvantages of engaging a BPO partner
Regardless of the size of your businesses, there can be huge advantages of engaging a Business Process Outsourcing (BPO) partner.
But to access these benefits, you’ll need to pick the right BPO partner. Otherwise, you can run into some serious disadvantages.
What are the advantages and potential disadvantages of working with a BPO partner?
- Advantages of BPO (when you pick the right partner) include: reduced business costs, improved efficiency, better use of resources, global expansion, improved scaling, increased business agility, and ongoing access to top technology.
- Potential disadvantages of BPO (if you pick the wrong partner) include: potential loss of control, communication problems, a potentially negative impact on CX, culture clash, and an ill-defined ROI.
It’s important to stress that the disadvantages can be overcome by finding a BPO partner that is a fit for your business model and makes your goals their own.
Below, we dig into each of the advantages and disadvantages in detail.
Advantages of using BPO
When you pick the right BPO partner for your business, you can unlock some serious business benefits. Below, we explore seven of the most important ones.
Potential disadvantages of using BPO
How can Ubiquity help you overcome these potential disadvantages?
We’ve worked in this space long enough to know that successful business process outsourcing is founded on a CX-first approach, a bespoke solution, and a strategic partnership built on trust.
Whether you’ve worked with a BPO provider in the past or not, a huge amount of trust is needed to transfer responsibility of any of your business processes to a third-party. That’s especially true when those processes are customer-facing.
Here’s how we help mitigate the risk:
We don’t think a one-size-fits-all approach to BPO partnering works. So when we partner with you, we craft a unique strategy, service design, and KPIs to solve your business challenges.
This gives us the space to set a unified goal, and operational structures to ensure that we keep things on track. We then stay on track by creating transparency into all processes and performance tracking day in and day out.
We give you a dedicated Solutions Manager because we hate missteps. Our program management includes proactively resolving issues and surfacing new opportunities. We’re thorough to a fault.
We believe that the key to fueling growth is driving superior customer experiences that increase loyalty. We place a big emphasis on designing impactful CX programs and empowering our agents to be agile all-stars, not sticklers for the script.
Want to see how we deliver on this? Read this case study with one of our eCommerce clients whom we helped hit 91.4% customer satisfaction and 64% faster than average chat response time.
We practice what we preach when it comes to “Return on Outsourcing” (In fact we wrote a whole eBook on it).
We’re not about reducing overheads quickly to the long-term detriment to your customers or business. It’s why we develop programs that maximize your CX and create value in the short, mid, and long term.
It’s this approach that allowed a high-flying fintech client of ours to increase CSAT by 5% and hit an 85% first contact resolution rate within just four months. You can read the case study here.
Our agile methods allow for ongoing optimization which results in a meaningful return on your outsourcing investment, so you can reduce risk and scale your business without fear.