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?
right-shoring vs offshoringRight-shoring vs. Offshoring, and thinking about cost

Recent  Posts

  • customer experience management

What is Customer Experience Management (CXM)?

August 11th, 2022|Comments Off on What is Customer Experience Management (CXM)?

Customer experience management (CXM) is the field of understanding customers and emplacing strategies to affect customer percipience about a business. CXM done properly echoes in improved customer contentment, advocacy, and affection. CXM comprises of processes like customer communication [...]

  • create a customer experience strategy

How to Create a Customer Experience Strategy?

June 3rd, 2022|Comments Off on How to Create a Customer Experience Strategy?

Although the process of creating a customer experience (CX) strategy isn’t a piece of cake, the juice is worth the squeeze. According to numerous research, buyers are willing to pay more for products or services if they get [...]

  • memorable customer experience

How to Create a Memorable Customer Experience

May 27th, 2022|Comments Off on How to Create a Memorable Customer Experience

The importance of customer experience is growing year by year, as an increasing number of buyers are willing to pay for products more, provided they get outstanding and efficient customer service. Are you wondering how to gain a [...]

  • drivers of digital transformation

What Are the Drivers of Digital Transformation?

May 24th, 2022|Comments Off on What Are the Drivers of Digital Transformation?

An increasing number of businesses decide to undergo digital transformation. The use of artificial intelligence, and machine learning allow companies to automate non-routine tasks, increase their operational efficiency, and use data analytics to make more accurate business decisions, [...]