Service providers that scale up and down quickly can be a lifesaver in uncertain times, and in good times too. Here we outline the qualities to look for in an ideal BPO partner.
Studies show it costs from 5 to 25 times more to acquire a new customer than to keep an existing one. Bain & Company research shows that improving customer retention rates by just 5% can boost profits by 25% to 95%.
We get it—you have to make hard calls sometimes. But if you don’t take good care of your customers during uncertain economic times, you risk losing them forever. And that’s an expensive problem for your future self to have.
You have options. With a smart outsourcing strategy, for instance, you can differentiate your business with great CX while scaling up and down as needed. So when economic storm clouds clear, you emerge stronger than ever.
Here we look at:
Why strong support for CX matters so much right now
How you can maintain strong CX at all times
What to look for in a CX partner that provides consistently high-quality service
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