As a CEO, business owner, or a senior professional in your organization, you would be focusing on achieving affordable and effective solutions for your toughest business challenges. And if that challenge is outsourcing operations such as back-office function, administrative, and call center, you may be looking for a proficient outsourcing partner.
To avail the smooth handling of everyday activities with expertise similar to your own employees, you must build a strong and long-lasting relationship with your outsourcing company. Companies offering reliable outsourced call center services tend to bind closely with their clients to offer creative solutions.
It is quite evident that business owners who invest more time in the bidding process have to face lesser issues after services have begun. For a clearer picture, know the significance of an RFI or request to information.
RFI is known for assessing the whereabouts of the platform offered by an outsourcing company to give superior service. You can use this tool to precise your search to only those firm who may meet your business need. In general, a company may take six to twelve months to find the ideal outsourcing company.
When you get yourself familiar with the most common pain points of call center outsourcing, you will make the right choice while selecting the BPO provider for your business. Now we are going to discuss these issues to you one by one.
Miscommunication of business objectives
Interaction or conversation or communication has been on a backseat in outsourcing sector for a long time. Despite segmenting departments such as vendor management office or VMO, which ensures an enhanced level of communication owing to their BPO providers, outsourcing is still being thought of as a risk and liability by the business owners.
A VMO professional makes sure to get a good knowledge of your partnership with your outsourcing agents and respond in the needed time. These experts check the operations of the outsourcer to enhance the performance bar. In case, you do not have such a designation in your office, make sure to hand over the same responsibilities to one of your employees and ensure a smooth communication between your outsourcer and that individual.
Do a stringent check of your BPO provider during the vetting process by checking their understanding of your business. Request your outsourcer for a presentation or a report on their communication process.
Absence of resilience or change
Few outsourcing companies lack the advancement in technology or skill needed to match their clients demand. It may happen due to one of the two reasons: When the call center is unable to cope up their training and hiring with the client expectations; if the call center has not poured enough money in new and advanced technologies.
To prevent either of these, make sure to do a thorough research about your call center provider and see whether they have worked in close proximity with advancement in new technologies. Also look out for any integration of the offered services with the cutting-edge technologies.
You want to outsource your business to strengthen and measure your brand by offering the superior quality service to your customer. Outsourcing companies who always look to enhance their offerings exhibit the resilience you require in an ideal partnership.
A call center with a high turnover rate often witnesses a decline in their productivity and revenue. When an agent leaves a call center, the replacement price is too high. This replacement cost could have been used by the outsourcer to offer you a better service, but it’s not.
To prevent this loss, you should be looking for call center provider with transparency in their numbers and availability of solutions to raise retention level.
Low management supervision
Any company has a senior and middle level management in order to handle day-to-day tasks for a smooth run of business operations. An interesting fact about call center states that not all BPOs providers carry out the adequate level of managerial supervision, nor do they offer the expected service level. Outsourcers who have a firm management hierarchy and managers to keep up transparency and a streamlined communication are in a better position to offer supreme service quality in accordance with your business needs.
As each of these limitation shows, a BPO provider can swiftly switch from being an asset to being a liability, if you and your outsourcer are not working in close proximity with shared objectives, open communications and values. Having an in-depth knowledge of these limitations in advance can aid you in identifying the ideal call center provider for your business.