Posted by Steve Sacks
When looking to outsource, don’t only focus on the provider with the lowest rates. We've all heard the saying “you get what you pay for” – in a contact center, focusing solely on the cost may ultimately lead to a poor customer experience for your consumers. Instead, you need a partner that will commit to achieving your long term goals and strategy while creating a positive experience for your consumers.
The following three points elaborate on how to choose wisely.
- Vision– Understand what your company’s vision is and what you need to get there. Consequently, the vision of your outsourcing partner must align with yours. The best way to identify such a partner is requiring the competing outsourcers to showcase evidence of their abilities to deliver on your business priorities.
Can your provider support its claim with case studies, relevant experience, and client accolades?
- Invest – Outsourcing is a huge investment for your organization: you entrust your BPO partner with a part of your business which you previously controlled. Consequently, your outsourcing partner of choice must further invest in the relationship to make your organization more competitive. Such a commitment is reminiscent of a marriage: both parties need to contribute in order for the partnership to work out.
Is your vendor willing to commit and invest?
- Transform – Your customers demand and deserve greater customer experience. As our world becomes more digitalized, you have to work with a BPO partner that can adequately transform your business. Find out what business transformation is by clicking HERE.
Is your vendor capable of such a transformation? Can they create a roadmap that will take you from where you are to where you need to be in order to stay competitive?
Engage your potential vendors with these questions. Keep asking until you are confident that you have made the right decision.
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