id you know the global market size of outsourced services was valued at 88.9 billion dollars
last year? The number of companies relying on business process outsourcing (BPO) is continuing to grow and for good reason. Of course, as a BPO provider, we know the value of outsourcing. But some people are hesitant to explore this type of partnership and don’t fully understand outsourcing pros and cons. Plus, there’s a lot of misinformation and misconceptions out there.
To help you navigate this, let’s separate fact from fiction by dispelling a few of the myths we’ve heard.
Myth: The only reason to consider outsourcing is to save costs.
Does engaging with a BPO partner like Conectys help you reduce your costs? Almost always, the answer is yes. And a recent study found that 59% of businesses initially seek out outsourcing as a cost-cutting measure. But while cost reduction can be an important benefit of working with a BPO partner, it’s far from the only reason to consider taking this path.
Here are some of the other key advantages to think about:
- Business Analytics – At Conectys, we’re always analyzing your business, from previous outcomes all the way to predictive analysis to help guide future outcomes. We provide you value-added insight and put the right data into your hands so that you can understand where and when to apply improvements, such as corrective actions, process improvements, streamlining, and automation, shifting wayward and underdeveloped processes either under your control to improve them or partnering with us to improve. Powered by our own internally built software ConectysOS, we also provide real-time data we can provide you in order to make real-time business decisions and get a handle on trends before they create extensive damage. We don’t give you the services you ask for; we also act as a true partner that helps you shape the present – and future – of your company.
- Specialized expertise – When you’re in the process of scaling, it’s only a matter of time until you run into a problem or area with which you and your team are not specialized (like expanding into a new market or launching a new product line). Entrusting a BPO partner that has extensive expertise in a particular area where you might be weak can make all the difference in accelerating and sustaining your growth.
- Flexibility – Sometimes you may need more personnel thanks to increased demand or seasonality, and other times you may need less. If you need to scale up and scale down in terms of your staff, outsourcing your workforce supply needs to a company that excels in this area can is a great option to take the headache out of resource planning.
Myth: My customers will know their calls are being answered by a third party?
This is one of the biggest concerns that company leaders tend to have about starting a BPO engagement, especially when outsourcing their customer service. However, when you work with a partner like Conectys, we go to great lengths to make sure our team members are an extension of your team. We have you train and certify our trainers so that the personnel we supply you with is in lockstep with you and your existing team.
Our goal is simple; we want your customers to experience the highest quality customer service and the most ideal representation of your brand every time that they reach us. We work hard to immerse ourselves in your company culture, by either sending some of our folks to your site or hosting you at ours and by amply training our team members on your mission, values, goals, principles, and culture. This means that when a customer of yours calls and reaches one of our team members, they’ll never know the difference and as a result, we are providing you true ROI and real business value proposition.
Myth: Outsourcing will weaken my brand and company culture.
Some leaders worry that their brand will get a poor reputation if they decide to outsource, or that their internal company culture will be diluted. We understand the concern, but this couldn’t be further from the truth. Consider this: When you engage with us, we help you drive customer experience results like NPS and CSAT and also help to improve areas of your business like customer service and technical support. The result is not only growth for you, but also a drastically improved brand image.
Furthermore, your internal team might have some concerns when you first tell them you’re going to begin outsourcing some of your business processes. A good place to start to ease apprehension is to share with them the seamless way our teams will work together. Also, it’s a good idea to include not only the Executive Leadership but the Operations and Functional Leaders in the final decision when picking a partner. After all, they will likely be the team interfacing with your outsource partner day in and day out and should also feel comfortable in their new partner. Their involvement is invaluable and a critical success factor for a successful partnership. The bottom line, outsourcing means more support for them and more growth for the business on the horizon – which benefits every one of your company’s stakeholders.
So now you’ve seen a few of the misconceptions about outsourcing, along with the truth of what an engagement like this really looks like. Contact us if you’d like to learn more about how we can help you achieve your business goals and get the results you want from a partnership.