If you asked someone years ago for an outsourcing definition, you’d probably hear something about cost reduction, capacity to meet staffing demands and/or the implementation of necessary processes. The takeaway was that offloading some of your business’ needs to a third party could save you money and streamline your operations. And while those aspects haven’t gone away, the role of an outsourcing provider has definitely evolved.
No matter what type of business you’re in, there’s no doubt that measuring your customers’ satisfaction is a key to improving and keeping those customers. But it can be hard to know where to start with data collection and analysis, so many companies don’t start trying until it has become overtly evident there is a customer satisfaction issue. Many of our customers have been in this boat, and we’ve been able to get them back on track by helping them measure customer satisfaction through two methods: Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
We love guiding our customers through understanding, implementing and using these tools - but we also practice what we preach. At Conectys, we use both CSAT and NPS internally in order to make sure we’re hitting the right notes with customers and earning our customers’ loyalty.
So you’re the CEO of a rapidly growing company, and it’s pretty much your baby. You’ve likely invested your time, effort, ideas, money, blood, sweat and tears into the business - and it’s paying off. But as your growth has accelerated, it’s only natural you’ve come to the same crossroads that countless other entrepreneurs have: can we grow at this rate without help, or do we need to bring someone else in?
If you’re new to the world of outsourcing, you might be at square one, wondering: “what is BPO?” Or if you’ve dabbled with an outsourcing engagement in the past, you might think choosing a business processes outsourcing (BPO) partner is fairly straightforward. Check out the company website, determine if they seem qualified and then find out how much the services you need will cost. Whichever company can give you what you’re asking for at the lowest price wins your business because cost reduction is most important of all. Right?
Not so fast. This is a common mentality among businesses that are just beginning to think about outsourcing, but it can backfire and be a disastrous way to choose a BPO partner.