Before you consider the right partner to hire, define your goals.
Call centers, omnichannel contact centers, and other aspects of customer experience (CX) are often what brands outsource first. Why? CX is essential to success, but it’s not most brands’ core business or expertise. Poor CX can have immediate bottom-line impacts.
Answer the following questions to decide if you’re ready.
Do you struggle to scale?
If the idea of seasonal spikes or the challenges of meeting new demand from promising partnerships, emerging lines of business, or new income streams keep you up at night, then you might be ready. How quickly do you need to scale? Is scaling down also a need? Find a BPO that can do both without missing a beat, and you can confidently seize every opportunity to grow your business.
Is your team missing important KPIs?
If this is the case, your team is likely struggling with capacity and expertise to get everything done (and done well). Whether that’s due to insufficient headcount, poor training, or the wrong technology, you need a partner that’s “been there, done that.”
Are you using the right CX technology?
Without the right tools to mitigate chat, email, and call volume, as well as capturing data and understanding customer trends, your team likely suffers from process inefficiencies and a lack of useful reporting. The right BPO partner will come to you with CX tech expertise and tools that not only improve your CX operations but also reduce costs related to owned tech suites.
Does your team keep up with CX trends—technological advancements like AI and customer behaviors, preferences, and expectations?
It takes time and focus to stay on the cutting edge of CX technology and to keep up with evolving customer preferences, as well as the best ways to meet customer expectations. “CX-first” BPOs have that covered.
Have you calculated the “total cost” of delivering your CX?
Take a look at expenses related to customer care—headcount, overhead, and your CX tech stack. Total cost of ownership can be 50% to 60% less with a BPO. On top of that, a great partner that helps you improve your CX also reduces customer attrition and even expands average spend per customer.
Are you locked down with CX-related security compliance and regulation?
Customer satisfaction can vary naturally, but compliance must be constant. If you aren’t sure whether or not you’re following regulations, a BPO with CX expertise in highly regulated industries can save you from big mistakes, embarrassing news stories, and costly fines.
Do you know what it takes to deliver a great CX day in and day out?
Creating and maintaining a strong CX requires careful planning; the right tech suites; a well-trained staff; and leadership on what to measure, track, and improve upon strategically. Do you have all bases covered—both right now and well into the future?
Now consider this: What could your organization achieve if you didn’t have to worry about all of the above?
