The New Way to Outsource Your BPO/CX/Contact Center Partner

It is well known that the Contact Center industry has been chasing cheap labor for decades. Most U.S. Suppliers in the ’80s were located in the Midwest where the standard of living could still be managed with a dual-income minimum wage job. With that fact, it is also known that most contact center agents were and are high school educated with limited skill sets and are the lowest paid demographic in the industry. This demographic has presented some challenges for the industry such as high turnover, absenteeism, and many other human resources-related challenges. Ultimately this all translated to inconsistent, unreliable program performances for businesses that used these centers.

Today, many suppliers have the ability to grow their personnel with agents that have some college or even higher degree to service their customers because they’ve grown outside of the U.S.A. and can still keep within the desired labor rates needed for profitability. However, the challenge to procure reliable, well educated and experienced talent will always exist. Other challenges have plagued the industry such as dialect, cultural differences, and fraud. The industry still experiences high turnover rates impacting their bottom lines with an industry average of between 40-45% annually. BPO’s are growing faster than most can keep up and new BPO's are springing up daily adding to the talent pool availability dilemma. Many are locating their centers in the same metro cities adding to the diminishing, qualified agent pools who can turnover for an additional $1 per hour.

So, how can businesses today be sure that what they are being promised in those RFP/RFI responses will actually be delivered? Good question, after all, the BPO drives the recruiting, hiring, training, compensation, benefits, retention, and morale policies right? This is the old way of outsourcing supplier partners…crossing their fingers and hoping what they’ve been promised is actually delivered. This is an old, outdated way of sourcing.

The New Way to source your next BPO/CX/Contact Center Supplier...

Fact is, every company wants a “team of experts” working for them as an extension of their business. Certainly achievement of CSAT’s and KPI’s are good benchmarks. UNI Partners has been working with on-shore, near-shore, and off-shore suppliers since 1996. We understand the underbelly challenges the industry possesses and our team knows how to navigate, verify and deliver educated, well-trained agents that stay longer and perform better on your programs than almost any supplier because we arent limited to a limited hiring pool. We can do this 40% more effective than any brick and mortar supplier as we have access to over a hundred thousand seats located globally, speaking just about any language your customers speak in their preferred dialect and they understand the cultural needs of those customers. We aren’t limited by just one or a few suppliers to procure your well-educated college degree-holding agents. We are able to search literally hundreds of suppliers and form a team of experts to serve your important program(s). Many of our supplier partners already serve the fortune 1000/500 brands and are maximizing productivity, performance, and profitability with a team of caring, dedicated passionate team of experts that are making a difference day in and day out.

Need more reasons to leverage our Advisory? Having access to an experienced global workforce, we are able to leverage our network to procure the best of the best rates as well as reserve the best of the best talent and expertise. How? Our relationships are with senior-level officers who are just as invested in the profitability of your programs as you are if not more so, so youre not just another fish in the pond. In addition, our added layer of oversight and quality assurance assures you get world-class delivery each and every minute of your 24 hour day. Oh, and don’t forget soft cost savings you experience with UNI doing the sourcing alongside your team rather than taking your people off of their day-to-day jobs to run a sourcing project lasting months rather than doing the job you hired them to do. We tend to think that over a hundred years of combined BPO/CX/Contact Center expertise is a pretty good foundation to build on and difficult to duplicate.

We would love to talk with you about how we help businesses achieve their CX objectives through our Advisory. Let UNI Partners and our global network of BPO/CX/Contact Center professionals go to work for you and make a difference.

It’s a new way to Outsource. It’s a new way to achieve your CX objectives in a new economy that demands immediate change and adaptation whenever it’s needed.

We would love to be of service on your next outsourcing project. Connect with us today to discover more!