Business process outsourcing (BPO) is a popular service that businesses choose to make use of. By outsourcing some of the more mundane and non-directly-business-related tasks, they can focus on core business processes and reduce operating costs. These, amongst other benefits, have created a demand for BPO companies which has been catered for. The issue, now, is to try and choose the correct outsourcing centre for your business.
You need to know what to look for in a BPO company, whether it’s for human resources, a contact centre company or financial outsourcing. Each outsourced operation concerns the wellbeing of your business, so you cannot afford to hire a BPO service company which won’t do your business justice.
Understands business goals
Your BPO company needs to understand your business goals in order to approach and perform their processes the same way you would if you had decided to undertake those tasks. More importantly, you need to establish what your outsourcing goals are with the company you’re considering.
Knowing exactly what you want out of an outsourcing centre will make it easier to find one that can accommodate most, if not all, of those goals. If you’re looking to reduce operations costs, provide a contact centre as a service, enhance your customers’ experience or see a return on investment through outsourcing, you need to find a company that is willing to help you achieve that.
When browsing for a contact centre company, for example, you need to think beyond the service offering of handling your customer service department. You need to know that they are at least knowledgeable in your industry.
It’s important to your customers that they are able to communicate their issue and have the consultant on the other end understand and know exactly how to help them. When you look for a BPO service, make sure they have trained employees with an industry background that covers your type of work.
You find this out by asking about previous clients and industries that they’ve dealt with. The idea is to have it be an in-house level of service from an outsourced centre. And if you’re confident that the company you choose can deliver that, then they’re likely a good fit for your business.
If you’re spending money on a company in return for a service, you want to know that the employees of that company are treated well. Take a look at a BPO company’s turnover rate before you make a final decision.
An outsourcing centres’ greatest asset is their people and their people become your concern when you entrust the wellness of your business processes in their hands. Employee morale and satisfaction in your BPO company is indirectly your concern as it can have an effect on the quality of service they give your customers on your behalf.
Not to mention that employees at outsourcing centres need to be trained and the higher the turnover rate, the more new employees need to be trained which could increase the rates you were initially offered.
Range of technology
One of the advantages of using a business process outsource service is that you don’t need to find a way to finance the latest technology and equipment for those services in-office. You simply pay for the service from an outsourcing company which already has these assets available to them. Well, that’s the idea anyway.
When you’re in the process of finding a BPO service, find out about the technology and systems they use to do their outsourcing tasks. This is an opportunity for you to invest in a range of technologies at an affordable price and use it for the benefit of your business. And just like that, you have an opportunity to compete with larger businesses and be considered an industry-forward business.
Another thing you need to look for in a BPO company is clear communication. Especially if it’s a contact centre company (for obvious reasons). You need to be able to trust this company to take care of your customers and to keep you informed.
Developing a relationship with your outsource centre is important to ensure that there’s transparency in your conversations. You need to be clear about what you want and they need to be clear about how they are implementing that. More so, they need to be able to provide detailed reports that can show you where you’re getting a return on your investment (ROI) and how it’s working for your business.
It should be easy to negotiate, set terms and collaborate with your BPO partner. You both have the same goals for your business so there needs to be trust in this partnership – together you will make your business better.
No one can tell you which outsourcing company to use. It’s up to you to do your research, match your goals to their offerings and find a company that you’re comfortable with. It might take time, but it’s not a process you can afford to rush.