Customer experience (CX) is the most critical factor in determining a company’s success. After all, it impacts consumer satisfaction, brand loyalty, and revenue, just a few facets of CX’s importance. That’s why many companies are handing this vital element to trained experts through business process outsourcing (BPO).
Of course, making such a significant change to your organization’s process is potentially harrowing, so we’ve devised a simple mnemonic to help you and your business ACE the transition into outsourcing your CX. Let’s dive into it, shall we?
A is for Assessment
Before seeking a BPO partner, consider what you want your outsourcing journey to look like and evaluate your existing strategy. Can your strengths use a partner that provides support alongside your team, making the highlights of your company shine even brighter? Or would you do better with a more autonomous partner who can handle all the nitty-gritty while your in-house team focuses on your core competencies? Do you require a more—or more flexible—workforce, or do you need a real boost in technology and expertise? How much are you ready to invest, and what results are you looking for?
C is for Clarification
By itself, outsourcing doesn’t guarantee success – the key is ensuring your chosen BPO partner is right for you and your company’s goals. So carefully consider the options available to you, noting what each potential partner has to offer. Before signing any contracts, you can examine their technological capabilities, infrastructure, and, perhaps most importantly, their ability to integrate with your existing platforms, procedures, and philosophies. A good BPO partner should be well-suited to your envisioned outsourcing journey and your organization’s core values and goals.
E is for Expectations
Having a clear goal and milestones for your organization’s growth and development makes everything more accessible, and these must be communicated to your chosen BPO partner. Rather than jump headfirst into the grand plan, identify the KPIs and metrics relevant to your goals so that you can measure and evaluate progress as you go. Communicating your expectations sets a standard of transparency and efficiency for future interactions with your BPO partner. By ensuring that they’re clear on your objectives, you strengthen the foundations of your partnership and get that much closer to the finish line.
Integrating BPO into your organization’s methods can be problematic in the early stages. The initial process may include learning curves, but a holistic, intentional transition plan—including outlines for scope, timeline, roles, and responsibilities—can make the migration of your CX processes all but seamless.
What’s great is that we’ve just covered all the basics you need to craft your plan! By implementing these simple points, your company will need ACE that BPO transition.
