Share This Story, Choose Your Platform!
Published On: April 19th, 2021|1.9 min read|

That’s our world. If you’re trying to evaluate real expertise in that space, look at these factors:

  • How long have they been doing it? Tenure doesn’t always correlate to success or expertise, but it’s a good potential marker.
  • What do year-over-year revenues look like? If they consistently increase, it means others are investing in their services, which denotes expertise.
  • Who else have they worked with? Look for client logo banks on a vendor’s site. If the logos are similar in business model to you, chances are you’re on the right track.
  • What can they do around scale? Ask them questions, look for case studies, and talk to others in your space about what they know.
  • How much access can you get to the executive team of the vendor? That’s where the true decision-making, and a good chunk of the expertise, will lie in a vendor/partner organization. We love our account managers here, and they have legitimate expertise, but sometimes you need to know you can reach a decision-maker quickly. This is usually a factor of the size of the vendor but can be the structure of the org too. Investigate this.
  • Can the vendor be consultative? Some vendors/partners will be deemed “experts” because they are very good at nuts and bolts execution, but they cannot make any recommendations to you about CX, moderation, tech support, or anything else. They just know how to effectively turn the dials. That can work, but it’s not actual “expertise” unless the business can be positively driven forward as a result.
  • Do they see the next few years? Do they understand where different sectors and trends are headed or are they overwhelmed with their current task and client list?
  • Cost and value: You pay for expertise because it’s valuable. Does the cost structure reflect that? Someone that competes for ongoing under-market might not be as expert as you think.

There are many types of BPO providers — four distinct ones, in fact — and finding the right level of expertise for your business is crucial. If you’d like to talk more about where our levels of expertise lie and how you can access them for scale and growth, we’d love to start a conversation.

home-bannerHow do you identify and vet expertise?
The next wave of the hospitality industry

Recent  Posts

  • Satisfied consumers that experience hyper-personalised customer support online

Hyper-personalisation-the Key to providing hyper-excellent customer experience

January 13th, 2023|Comments Off on Hyper-personalisation-the Key to providing hyper-excellent customer experience

Hyper-personalised Customer Support allows you to create uniquely customised customer experiences tailored to specific needs and preferences. In this process, a wide range of specific data about each individual buyer is used to deliver changes that are uniquely [...]

Right-shoring vs. Offshoring, and thinking about cost

January 3rd, 2023|Comments Off on Right-shoring vs. Offshoring, and thinking about cost

A guide to outsourcing models by location: which one is your perfect fit? Companies usually start an adventure with outsourcing when seeking additional efficiencies, planning to increase competitiveness, or growing business abroad without taking significant investments in their [...]

  • Conectys-Business-Process-Outsourcing

The elements that create a remarkable customer experience

September 20th, 2022|Comments Off on The elements that create a remarkable customer experience

A remarkable customer experience is the cornerstone of successful brands. It is all about utilizing a third-party service provider to manage communication and interactions between the company and customers. Investing in it is a great way to optimize [...]