Have you and your business been benefiting from business process outsourcing (BPO) for a while now? If so, you might wonder what the next year will bring in terms of outsourcing trends. After all, the BP outsourcing industry experiences changes year-to-year like any other industry. And while the functions of BPO providers will largely stay the same, there are many nuances we’re predicting will be the new norm in the coming year.
So… what does 2019 have in store? Here are our best bets, in case it may impact you.
If your business deals with managing high call volume and needs to use a call center to meet demand, you might be familiar with some of the headaches that can come along with it. Depending on who is managing the facility, you may run into a variety of call center challenges. Many of these stem from poor customer care recruitment and a lack of operational experience in this area.
At Conectys, we have more than 2,000 seats across our nine (and counting) global locations, so we can confidently say we understand the business of effectively managing call centers and first-class customer service programs. So, we want to share with you some of the most common mistakes we’ve seen in call centers, and some ideas for how to remedy them.
When we’re in the early stages of a relationship with a new client, we almost always reach a point where the client asks: “What will be your responsibility, and what will be ours?” Our new clients are eager to learn about what our role of strategic partner looks like at a functional and operational level, and it’s important to spell this out clearly in order to have a successful BPO business partnership.
When you finally make the decision to bring in a qualified BPO partner to help your company scale, there’s so much to think about. You have to discuss, and define, the nature of your agreement, the scope, the duration, the division of roles and much more. Then there’s the contract to work out and get signed. So it’s not surprising that during this time period, the matter of reporting often gets overlooked. But without the strategic insight that frequent, accurate reports will give you, the support your BPO partner is giving you will simply not be maximized.