Expert Advice for BPO Partnerships: Why Workforce Management Should Be A Top Priority

Recently, I came across a question that caught my attention: "What’s the best advice you would give to someone just starting a BPO partnership?" This is an excellent question because starting a BPO partnership is a significant step that can make or break your business operations. Here’s my take on what’s crucial for a successful BPO collaboration.

Understand Their WFM Team and Processes First

Along with diving into contracts, service levels, or even pricing, my first piece of advice is to understand if your BPO partner has a dedicated Workforce Management (WFM) team and what their processes look like. WFM is the backbone of effective service delivery. Without a clear understanding of this, your partnership is at risk.

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Why is this so important? Let me explain.

1. The Foundation of a Strong Partnership: When you understand how your BPO partner manages their workforce, you can better align your expectations and goals. For instance, if they have a robust WFM team, you can be more confident in their ability to handle fluctuations in demand, maintain service levels, and manage their staff effectively. This understanding lays the foundation for a strong and effective partnership.

2. The Impact on Your Business: A well-managed workforce isn’t just about meeting schedules—it’s about driving key business outcomes. Your BPO’s WFM processes will impact three critical areas of your business:

• Customer Experience (CX): A BPO with strong WFM practices will ensure that your customers receive consistent, high-quality service, leading to better satisfaction and loyalty.
• Employee Experience (EX): Efficient WFM helps in managing employee workload, reducing burnout, and keeping the team engaged and motivated.
• Business Profitability: Proper WFM minimizes wasted hours and optimizes resource allocation, directly contributing to your bottom line.

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What If They Don’t Manage WFM Internally?

Not all BPOs have a dedicated WFM team (or sometimes they say they do and really just have a WFM solution which is NOT the same as having a WFM process and team). Some may focus solely on providing the necessary workforce (butts in seats), leaving the management up to you. If that’s the case, it’s even more critical for you to have an effective WFM process on your side.

Here’s what you need to do:

• Build and Maintain Your Own WFM Capabilities: Ensure that your internal team is equipped to manage and optimize the BPO workforce effectively. This will help bridge any gaps and ensure that your business goals are still met.
• Align Your Processes: Even if your BPO doesn’t have a WFM team, aligning their workforce management practices with your internal processes is essential for seamless operations.
• Continuous Review: Keep an eye on the performance metrics and adjust your WFM strategies as needed. Regular monitoring ensures that the partnership continues to deliver the desired results.

I could go on forever on this topic, (but I won’t) the best advice I can offer to anyone starting a BPO partnership is this: Start with Workforce Management. Whether your partner has a dedicated WFM team or not, understanding and integrating WFM processes is crucial to the success of your partnership. It’s the key to ensuring that your Customer Experience, Employee Experience, and business profitability are all positively impacted.

Are you about to start a BPO partnership? Don’t overlook the importance of WFM. Let’s discuss how we can help you ensure your partnership is set up for success from the start.

I would love to chat about this with you if you're looking for tactical and/or strategic guidance. My calendar is here: Calendar Door

That's All.... That's the Post

Juanita Coley

Thee Contact Center Whisperer

That WFM Girl

#WFM #WorkforceManagement #HR #HumanResources #EX #EmployeeExperience #CX #CustomerExperience #SRC #BPO

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