12 items to tick off before choosing a BPO partner

Businesses get that partnering up with a BPO to handle their Customer Service will open up more room for them to focus on their Core Competencies. But that doesn’t mean that everyone is having success with it.

The most common root of this unsuccessful partnership is the fact that businesses fail to perceive the BPO partner as an extension of their brand. In reality, customers are not concerned about whether they are speaking to in-house employees when they talk to a customer care rep. They aren't called representatives for nothing; they represent your brand.

Before making a BPO choice, use this 12-step checklist to ensure that everyone is on the same page:

1. Be aware of the services you want to outsource and look for partners with that specific experience

There are hundreds, if not thousands, of BPO companies offering all sorts of services. Look only for the ones that suit your business needs and will help you achieve your business goals. By narrowing the search, you can avoid getting lost in the ocean of BPO providers and ending up with one who is a bad fit or lacks the necessary experience. If you need digital or tech support, look for BPOs with experience in supporting software and glowing testimonials from these kinds of clients. Another important thing to look for is omnichannel BPOs that have experience helping companies transition to digital support.

If you need more than just one service outsourced, the best approach would be to look for a BPO that offers a wide range of services. That way, you’ll be able to get the most out of your BPO partner at a lower cost.

If you’re in need of client-facing processes like Call Center outsourcing, or Contact Center outsourcing, you would search for BPO that offers front-office outsourcing.

However, if you need to outsource services like data entry, finance, accounting, or HR, you should focus on finding a BPO that offers back-office outsourcing. Ideally, you should find one that offers both the most efficiency and value-add.

2. Be aware of your overall business goals and prepare a clear and detailed scope of work

Knowing your overall business goals and the path to reach them is crucial. Start by identifying the core problem you have and a clear roadmap for solving the problem. While a BPO may provide valuable insight, no one knows your business as well as you do. Once you identify the problem, a potential solution, and the exact services you need outsourced, the search gets much easier and faster. The more specific your goals and roadmap, the better the partnership will be. An experienced BPO can also work with you on designing the right solution to solve the business problem.

3. Be savvy about choosing the right outsourcing partner

It’s easy to identify the “biggest players” in the market and pick one of them. Be aware that smaller BPO companies might better fit your needs. With just a little research into the market, you might be surprised at how many smaller BPO partners exist who are ideal for you.

4. Be thorough, categorize, and cross-reference

Make your list of potential partners based on the BPO’s size, geographic location, channel availability and capability, responsiveness, experience, number of employees, clients worked with, and overall client relationships. Those relationships are the most critical pillar to look for. Once you have all the “pros and cons,” you will be able to make an informed decision.

5. Be aware of the costs and make the most cost-effective deal

Before committing to a BPO partner, you need to estimate how much you will invest in outsourcing the required services. Even if you have a bigger budget, be cost-effective (this is yet another thing that the pandemic taught us). This doesn’t mean you can cut corners or, even worse, compromise on quality.

Once you know the precise services you need outsourced and the BPO players out there, you’ll be able to negotiate the best deal. However, make sure to communicate the budget and your expectations. When comparing the costs of a BPO to your in-house operational costs, conduct a thorough analysis. For example, you aren’t saving only on the expense of employee salaries. You need to factor in all the overhead costs, i.e., rent, utilities, recruiting, training, etc., as well as the costs for support from other internal departments. This is another reason why BPOs will provide a very cost-effective solution in most cases.

[Read the rest of the article here]

FrontLogix is a boutique BPO that offers personalized solutions particularly suited to clients’ demands. Our next-generation services include Customer Experience, Digital Support, and WFM-managed services, with a single promise: to deliver outstanding results at a lower cost.?

Visit our blog for related content:

Bigger or smaller Contact Center BPO: which is better?

Why and when to consider a BPO