4 Tips for Choosing the Right BPO for Your Call Center

With your customer base growing constantly, chances are that your call center will be at max capacity in no time. Hence, you will begin searching for a reliable and affordable solution to aid you in ramping up customer assistance. The next logical step would be to contract a service provider (third party). The third-party service provider is known as Business Process Outsourcing (BPO).

BPO’s have the ability of providing incredible benefits to your business including cost saving, better efficiency and quality. While BPOs come with lots of benefits, when not utilized properly, they could prove to be your biggest headache. It’s important to point out that not all BPOs are created equally and thus the quality of service that you will receive from one company will not be equal to the quality of service that you will receive from another.

That said, there are many BPOs such as (v)WeCare that provide excellent service. There are certain factors that you should always keep in mind when selecting a BPO that’s right for your business. In this article, we look at five tips to consider when selecting a BPO.

Quality Assurance

As a company, you have certain standards that you have already established for your customer service team. While outsourcing, you do not want to lower these standards due to outsourcing these services. Thus, the only logical step is to look into the track record of the vendor as well as the overall performance, to establish whether the BPO is ideal for your business or not.

The first step that you have to take is to establish whether the BPO has been licensed with a nationalized association. Apart from the certification, you should also request for customer testimonials. You should also try and inquire about the type of industries that the BPO serves and find out if they are experienced in your industry.

Risk Management

Apart from quality assurance, you should initiate a pilot project to ascertain proof of concept. Inventive providers are going to establish the metrics for the common processes and then compare their overall performance against your company’s benchmarks for similar processes. Issues that are of importance are going to be brought to your attention during this period including performance, scalability and performance that are of importance when selecting the right BPO.

Sound Business Proposal

It’s also important that the prospective BPO company should clearly articulate the business plan in conveying your services, come up with clear steps in solving issues and the ability to track results so that you can have a clear understanding of what you are going to pay for. It’s also important to also look at the various accreditations that the company has in different areas such as quality control and project management.

Competitive Pricing

It’s widely known that outsourcing tends to bring tremendous savings. Thus, it makes perfect sense to want value for your cash. Before choosing a BPO, it’s important to carefully look at the package that’s being offered as well as the services and assurances offered