In an increasingly complex business world, keeping a business on its feet can be difficult, so it’s no surprise that many companies are turning to business process outsourcing (BPO) for needs such as technical support, contact center or accounting.
Although outsourcing can generate certain concerns, the truth is that it is an excellent solution for those companies that need to satisfy specific needs quickly and efficiently, and above all, with guarantees.
Outsourcing the contact center with a BPO is one of the most common solutions for companies, since it presents numerous advantages, among them: boosting business growth, the ability to maintain consistent operations worldwide, the possibility of serving new customers in different languages and time zones, and assistance in recruiting staff for key positions.
What is a BPO Contact Center?
A BPO Contact Center (Business Process Outsourcing) is a company specialized in offering customer service and call management on behalf of other companies that outsource these tasks.
In other words, companies outsource their Contact Center for their customer service operations, call management and other processes related to customer contact. Some of these are technical support, sales, telemarketing, surveys and billing assistance, among others.
Having this outsourcing of tasks and processes allows companies to focus their attention on other more important competencies, leaving secondary ones in the hands of specialized providers in the field. Therefore, it is an ideal solution to increase the efficiency of the company, reduce operating costs and improve the quality of customer service.
Why outsource the services of a Contact Center?
- Cost reduction: Outsourcing the services of a Contact Center often results in a significant reduction in personnel, infrastructure and technology costs. Businesses can take advantage of the resources and expertise of a contact center service provider to reduce operating costs.
- Access to advanced technology and tools: A good contact center service provider has advanced technology and tools that can improve the efficiency and effectiveness of operations. Outsourcing allows companies to take advantage of these technologies and tools without having to invest in them directly.
- Flexibility and scalability: Outsourcing the services of a Contact Center allows companies to adjust their operations in a more flexible and scalable way. Contact center service providers can quickly adapt to changes in demand and increase or decrease staff as needed.
- Improving service quality: Contact Center service providers are usually highly specialized in the field and have highly trained and experienced staff. As a result, they can offer a higher quality of service to customers.
- Focus on core business strategy: Outsourcing contact center services allows companies to focus on their core business strategy, while a contact center service provider handles contact center operations. This can free up resources and allow the company to focus on its growth and expansion strategy.
How to determine outsourcing needs?
Strategic objectives
What are the company’s strategic objectives and how can outsourcing help achieve them? For example, if the company is looking to reduce costs, increase efficiency, improve the quality of products or services, or expand into new markets, there may be business functions that are best outsourced.
In the contact center sector, strategic objectives can be very varied. From reducing average customer waiting time to improving customer satisfaction, increasing agent productivity, optimizing call handling and reducing call abandonment. Outsourcing certain functions of a contact center is key for internal agents to focus on more important tasks.
Key competencies
What are the company’s core competencies and which business functions are not critical to its success? Key competencies may include skills such as being able to communicate effectively, solving problems, and adapting quickly to change. By outsourcing non-critical business functions like fact-checking or appointment scheduling, it’s easier to focus on other tasks that give you a competitive edge.
Costs and savings
How much will it cost to outsource a business function compared to internal costs? It is essential to assess outsourcing costs, including transition costs and BPO service provider relationship costs, and compare them with in-house costs. By outsourcing certain business functions, contact centers can reduce costs associated with hiring and training new employees, purchasing and maintaining equipment and technology, and managing operations. In addition, outsourcing can help contact centers benefit from economies of scale, reduce fixed costs, and improve flexibility.
Risks and benefits
What are the risks and benefits of outsourcing a business function? On the one hand, the benefits can include better quality, efficiency, innovation, and access to new skills and technologies. However, there may also be risks, such as loss of control and confidentiality. By outsourcing certain business functions, contact centers can benefit from better quality, efficiency, innovation, and access to new skills and technologies. For example, a BPO service provider specialized in contact centers, if it has software like EVOLUTION, can offer advanced call routing technology, artificial intelligence solutions and data analysis to improve efficiency and customer satisfaction. Therefore, it is important to carefully evaluate BPO service providers and establish clear and solid agreements that minimize these risks.
Impact on employees
How will outsourcing affect company employees? It is critical to assess how outsourcing will affect employees and determine if any reorganization or training will be needed. For example, if technical support is outsourced, employees who used to handle that task can focus on a more important one. In any case, it is important that employees feel involved and supported throughout the outsourcing process.
How to choose a good BPO Contact Center
Choosing a good BPO Contact Center is an important task for any company that wants to outsource any of its processes. First of all, it is essential to investigate and evaluate the reputation of the provider in the market, reviewing references and opinions of previous clients. In the case of outsourcing the contact center service, it is important to consider the experience that the BPO has in the sector.
It is also important to take both technology and infrastructure into account, making sure that the Contact Center has advanced systems and tools for call and data management, and that the infrastructure is reliable and secure to guarantee continuity of service. Discover how to choose the best software provider to guarantee the best results in your contact center in this post.
Training and staff development are also essential in a good BPO Contact Center. It is important to ensure that sales, marketing, customer service, or collections agents are highly trained, have problem-solving and interpersonal skills, and are committed to customer satisfaction.
Lastly, it is important to consider the cost and terms of the contract, making sure that the supplier offers a fair and transparent price, and that the contract conditions are clear and favorable to both parties. If you want more information on how to outsource your company’s Contact Center with a BPO, don’t miss this post on our blog.
Examples of success in outsourcing BPO Contact Center
Success story IMAGINA ENERGÍA
Imagina Energía is a company committed to supplying clean solar energy throughout Spain, for which the contact center strategy plays a crucial role. In 2021, the company launched a new product specifically for homes, an innovative energy solution focused on simplicity, transparency and honesty.
To differentiate itself from other energy companies, Imagina Energía partnered with Salesland, a company specialized in the development of omnichannel campaigns. Salesland used our software EVOLUTION to create a powerful value proposition that differentiated Imagina Energía from its competitors. Thanks to this tool, they were able to transform the campaign in less than a week to a model with several sources of leads.
In addition, EVOLUTION allowed meticulous reporting from day 1. All of this, added to Salesland’s flexibility and creative ability to find opportunities and solve problems effectively, Imagina Energía found everything it was looking for.
The launch campaign was a resounding success. The Imagina Energía value proposition was very well received by the public. In addition, the implementation of powerful omnichannel software was key to achieving the proposed objectives. The production and productivity numbers have never been seen before in other energy campaign launches.
In short, EVOLUTION was key to the success of this campaign. Thanks to the tool, the agents were able to focus on the message without having to think about the technological part, which was more like an “ally”, functional to their objectives.
EVOLUTION, the best value for money on the market
EVOLUTION is the perfect solution for those looking for a high-quality tool for their contact center. With a wide range of advanced functionalities, EVOLUTION offers a complete and profitable solution for all types of companies.
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