The honest guide to outsourced CX
Great CX isn't magic. It's method. These 26 questions separate the pros from the promises.
Who This Is For
You're a challenger brand. Ambitious, focused, and ready to win. You know outsourced CX usually sucks. You need yours to deliver.
Here's what matters: CX drives growth now. Not just your product. Not just your price. The entire experience.
Your customers expect you everywhere. Email at dawn. Chat at lunch. Social after hours. Every touchpoint counts.
Traditional outsourcing gives you:
- Scripts instead of solutions
- Hold music instead of help
- Transfers instead of answers
- Indifference instead of expertise
You deserve:
- Empowered problem-solvers
- 90-second response times
- One-call resolution
- Industry expertise that shows
- Metrics that matter
Why Traditional Outsourcing Falls Short
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- How would you train agents to represent our business?
- High-stress
- Defensive attitude
- Eternal on-hold
- Transfer hell
- Faceless response
- Rigid scripts
- Turn the conversation
- Empathy first
- Solutions-driven
- Anticipate needs
- First call resolution
- Personalized service
- Empowered agents
Growth is outpacing your capacity. Sound familiar?
The challenges compound:
- Scale demands attention you can't spare
- CX keeps sliding to next quarter
- Compliance complexity grows daily
- Trusting outsiders feels risky
- Your reputation needs protection
- The next growth spike could break everything
Your founder knows the industry inside out. Running scaled operations? That's different.
You need specialized expertise. Professional training systems. Proven quality standards.
Most outsourcers can't deliver. Neither can you. Yet.
What keeps you up: Those hard-won customers trust you. One bad experience breaks that trust forever.
Stakes don't get higher.
What Excellence Actually Looks Like
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Forget what you've heard about outsourcing limitations.
World-class partners deliver:
- 60-second response times across channels
- AI that enhances, never replaces
- Agents who know your industry cold
- 85% first-contact resolution
- Sub-20% annual turnover
- 25-point NPS improvements
Real results follow:
- Your team focuses on innovation
- Acquisition costs drop 30%+
- Support conversations create revenue
- Customers become advocates
- You sleep better
The difference? Partners who think like owners, not vendors.
Your 26-Point Partnership Checklist
Every outsourcer promises excellence. Few deliver.
These 26 questions reveal the truth. Ask them all. Accept only specifics.
Vague answers mean vague results.
Infrastructure That Scales
- What are most customers dissatisfied with in this vertical?
- How deeply do you analyze satisfaction scores?
- How do you identify pain points? Why do they happen and how do you solve them?
- What do we need to start doing first to turn CX into a growth opportunity?
- How will our CX needs evolve as we grow as a business?
- How long have you specialized in our industry?
Talent That Delivers
- How much training do you give agents?
- What do you think about the current state of our market?
- What are the key challenges our customers will face?
- How would you train agents to represent our business?
- How long does training take?
- Is there continuous learning and development?
- How do agents adapt to changing customer needs?
Operations That Perform
- What’s your annual staff turnover? (The average is 30-40% in the U.S., but some call centers have up to 100% churn.)
- Why do staff stay? And why do they leave?
- Are there opportunities for agents to learn and grow?
- Are frontline agents empowered to give feedback on ways to improve CX?
- Is your CX designed to adapt and respond to shifting business goals?
- Do you have a standardized onboarding process? How flexible is it?
Intelligence That Drives Growth
- What role do scripts play? Are they revised frequently?
- Are IVR and AI technologies being used to their full potential?
- How empowered are agents to solve problems on-the-fly?
- What value can you add beyond basic CX KPIs?
- Do you provide transparent analytics into agent performance?
- How do you handle failure to meet quality standards?
- Can you provide insights into how to improve our processes?
We built Ubiquity around these principles.
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- CONTACT US
15 years proving it works. 500+ challengers scaled successfully.
Ready to outsource fearlessly?
Let's talk.
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