Are you considering working with a business process outsourcing (BPO) provider, but still weighing what you’ve heard about outsourcing pros and cons? We get it. There’s a lot of confusion out there, and a big step like this absolutely merits a thoughtful approach. We’ve worked with countless companies as their strategic business partner, and have been privileged to learn exactly what makes a mutually rewarding relationship - and what doesn’t.
We often talk about our ‘work from anywhere’ solutions as a point of pride. This is because our workforce not only fills physical seats at brick-and-mortar locations, but we also have team members around the world who serve our customers from other places. We designed this model intentionally, so our customers would enjoy the many associated upsides. Read on to learn about what those are, and how they can benefit you.
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.
In any business, regardless of industry, customer satisfaction is crucial to success. Without happy customers, repeat revenue becomes all but impossible, and without sales an entire company can quickly crumble. There are many factors that fall under the customer satisfaction umbrella, but a well-trained, personable customer service team is one of the keys that can make or break whether a one-time customer becomes a repeat customer.
Some modern solutions that companies have been adopting are customer service systems that involve virtual intelligence and automated prompts. And while A.I. and call routing can be useful tools in certain scenarios, too much automation can take the human element out of customer service – and this can wreak havoc on your customer satisfaction. Rather than more technology, most customers are craving more human connection. Here’s why – and how you can provide it.