In 2015, over 2.3 million jobs were outsourced1. It’s an increasingly popular way to do business; by freeing up internal resources, costs are reduced and customers are afforded access to technology, tools and best practices that aren’t generally available internally.
Top providers in our industry have years of experience and are fast, agile and adaptable. But how do you know if outsourcing is the right solution for you? Or when it is the right solution?
Read on, dear friends. Read on.
Six Scenarios When Outsourcing Makes Sense
1. You want to retain customers.
THE SITUATION
Your current customers are happy, but your business is struggling to maintain – and improve – an already exceptional level of service.
THE SOLUTION
Business Process Outsourcing (BPO) companies build and develop multi-skilled agent profiles that allow you to continue offering superior customer care while exploring all-new service solutions – chat, video, etc. (often, platforms that have not yet been considered).
2. You want to acquire new customers.
THE SITUATION
Bringing in new business generates revenue, but you may need additional guidance in recruiting and retaining top sales agents who can bolster your bottom line.
THE SOLUTION
While focusing on creating the best experiences for your end customer, BPO companies can provide resources that get the job done and drive exceptional business outcomes – as it turns out, we are experts at recruiting and retaining the right agent profile to meet your business needs. Keep in mind – companies that utilize strong omnichannel customer engagement strategies see, on average, a 9.5% increase in annual revenue2.
3. Specialized training requires detailed education.
THE SITUATION
Certain products and services simply take more time to fully grasp. Training classes can be time-consuming and resource-draining, and often there’s just too much for one trainer to know – but additional coaching can’t be supported by your in-house team.
THE SOLUTION
With a BPO company, you can employ a wide range of skills and services. We partner with our clients to fully develop training curriculums with a wide variety of courses, and hire dedicated recruiters and QA analysts to ensure goals are met.
4. Seasonal ramps are just that. Seasonal.
THE SITUATION
High-peak seasons mean all hands on deck. But you most likely don’t have hundreds of extra seats in your internal centers to handle the additional, often unpredictable, push.
THE SOLUTION
BPO companies are there precisely when you need them. They can handle the size of the ramp effectively, providing you with options in multiple time zones, and facilitating brick-and-mortar, work-at-home and blended agent models to build tailored solutions. We excel at finding you tenured resources and complementary seasonal programs, so that you’re always staffed with the most qualified talent.
5. Rapid growth is not without its pitfalls.
THE SITUATION
As your company expands, you may find yourself needing fast – and thoughtful – solutions to fill resources and maintain customer service expectations. But when service is being backfilled by 6. internal workers, your business simply loses the ability to train new people to plug the gaps and keep up with demand.
THE SOLUTION
A BPO provider takes away the pressures of you having to supply all the answers, because of the flexibility built into the outsourcing model. BPOs give you instant access to scalability, letting you ramp up and down quickly and allowing you to return to focusing solely on the business, in-house processes or other ventures.
You don’t have all the tech you need.
THE SITUATION
It’s all about analytics and omnichannel solutions; if your in-house analytics are not customer-focused, you could receive unreliable data and metrics. And if your customer service is restricted to a single channel, you’re missing out on opportunities to enhance customer experience and loyalty.
THE SOLUTION
BPOs have deep experience with analytics – going beyond the raw data and providing useful analysis that yields deeper partnerships and stronger metrics. And by being able to blend agents on multiple customer service channels – voice, email, chat, text, video and social media – customer loyalty to your brand can be enhanced for the long-term.
***
Your company is constantly trying to meld customer needs with your unique business culture and values. Outsourcing can help you establish a seamless, blended partnership that benefits both sides.
Reach out to us any time, and let’s talk about how Alorica can make a win-win situation happen for you.
Sources
1 http://www.statisticbrain.com/outsourcing-statistics-by-country/
2 http://aberdeen.com/research/8675/ra-omni-channel-experience/content.aspx
