Cultural Connection: Truly Partner with Your BPO Team!

I'm Alisha (Ali) Joseph & I've created this newsletter as a "safe space" for contact center leaders & professionals. I write about all the nuances & day-to-day chaos, challenges, wins, trends & needed changes with customer-facing teams (experience, support & success), specifically in startups. I "grew up" in startup contact center customer service from frontline to leadership, working with different BPOs, tech tiered teams, senior leadership etc. I share my unique experience & guidelines that will impact people in a positive way, drives quick wins in your day-to-day & continue to strive for departmental excellence in the ever-changing world of customer service!

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When we think about working with a BPO (Business Process Outsourcing) partner, the focus often revolves around training them to align with our company’s goals and culture. But here’s the thing: it’s not a one-way street. Building a successful partnership means understanding their culture just as much as they understand yours.

Why Does This Matter?

Culture influences everything. It shapes communication styles, problem-solving approaches, work ethic, and how your BPO team feels about their role in your company’s success. Without understanding these nuances, even the most meticulously planned projects can face challenges in execution, morale, or collaboration.

?? “Cultural alignment increases employee engagement by 80%, which directly impacts performance and retention” (Source: Gallup).

Companies that embrace cultural understanding don’t just build teams—they build trust, loyalty, and long-lasting partnerships. Outsourcing processes has significantly increased over the years (primary reason is to save on costs) so it makes sense to learn & understand what helps your BPO team flourish.

3 Ways to Build Cross-Cultural Understanding

Here are three practical strategies to strengthen your BPO partnerships through cultural awareness:

1?? Host Cross-Cultural Training Sessions

When onboarding a BPO partner, train both your in-house team and your BPO team on cultural differences, preferred communication styles, and work norms.

Example: A U.S.-based company working with a BPO in the Philippines discovered that while U.S. teams value directness, Filipino teams often prefer indirect feedback to maintain harmony. Training both sides on these differences reduced misunderstandings and improved collaboration.

Key Benefit: Builds respect and smooths communication channels.

2?? Leverage Local Expertise

Your BPO team knows their culture and environment better than anyone. Tap into their insights to adapt your strategies for success.

Example: A telecom company found that Colombian teams thrived on collaborative rewards rather than individual bonuses. Adapting their incentives boosted productivity by 20% (Source: Deloitte Case Study).

Key Action: Partner with BPO leaders to align incentives and initiatives with cultural preferences.

3?? Celebrate Cultural Milestones

Acknowledging your BPO team’s traditions shows them they’re valued members of your organization.

Example: A global e-commerce company celebrated Diwali with its Indian BPO team, hosting virtual events and sending small gifts. This simple gesture boosted team morale and reinforced a sense of belonging.

Key Action: Celebrate major holidays like Carnival, Independence Days, or local festivals with virtual or in-person events.

Real-World Success

A major U.S. retailer initially faced high attrition and misaligned expectations with its Philippine BPO partner. After implementing cross-cultural training and launching an annual “Cultural Connection Week” to bridge work styles, attrition dropped by 15%, and customer satisfaction scores rose by 12% in just six months.

BPO partnerships succeed when approached with curiosity and respect. It’s not just about metrics—it’s about building trust, fostering connection, and ensuring every team member feels valued. By investing in cultural understanding, you’re creating a partnership that drives results on all levels.

How has your organization embraced the culture of your offshore or nearshore teams? Share your story, I’d love to hear how you’re building stronger partnerships! Let’s connect & continue the conversation. Feel free to DM me here on LinkedIn or email me at [email protected]

If you liked this week's article, leave a comment, share to your network who can benefit from this value & subscribe to the newsletter if you haven't already. I'll be having a webinar later this month to discuss more about Savvy Service Pro Learning Solutions, what we're doing & how we're elevating service teams! Have a great rest of your week!