Do you think outsourcing sacrifices quality for cost savings? This is a common misconception. In reality, Business Process Outsourcing (BPO) can enhance quality and cost-effectiveness.
BPO allows you to delegate tasks, focusing on your strengths while leveraging specialized skills. In today’s competitive landscape, BPO is a strategic advantage that improves operations and fosters growth.
Instead of seeing BPO as a cost-saving measure, recognize its potential to enhance quality. Let’s explore how using BPO to achieve excellent results without compromising quality.
Why Quality Should Not Be Compromised
Maintaining high-quality standards in Business Process Outsourcing is crucial for meeting customer expectations and building trust and loyalty. Consistent quality enhances your reputation and provides a competitive edge.
Conversely, poor quality can lead to unhappy customers, lost sales, negative reviews, and a damaged brand image. A decline in quality can disrupt operations, causing delays and mistakes that frustrate customers and deter potential clients.
The Cost Factor
Many people mistakenly believe that Business Process Outsourcing (BPO) is only about cutting costs. Although lowering operational expenses is essential, focusing solely on cost savings may cause businesses to overlook the benefits of top-notch BPO services. Opting for high-quality BPO can help reduce long-term expenses by decreasing errors, boosting productivity, and elevating customer satisfaction.
Agents go through rigorous training.
You’re not solely responsible for bringing your agents up to speed and getting them acquainted with your business and customers. Before they can even be put on an account, agents undergo in-depth internal communication, speaking, and writing training.
Most BPO providers have training that ranges from a few days to two weeks – by the time the agents even meet you, they’ve already been put through a very rigorous training program. Add to that the training you give them on your product and customers; these agents have all the bases covered!
Managers are highly involved in day-to-day activities.
Contrary to popular belief, most agents don’t work for themselves or remotely. Most BPO providers have a team of managers to oversee daily operations, provide weekly performance metrics, and be the primary point of contact between you and the staff.
With managers in-house, the likelihood of mistakes decreases. And as much as we like to refute it, people work better under supervision. When someone is there to hold you accountable and double-check your work, you’re more likely to produce better results.
Agents are devoted solely to your account.
One of the biggest problems people presume a BPO provider has is that agents are overloaded with multiple accounts and don’t have the time to put in an honest effort to each of them. This is remarkably false. At many companies, BPO agents are assigned to one and only one account. Because they can devote their total capacity to your account and yours alone, they become a deeply educated ambassador of your brand and a fully integrated part of your team. On top of that, because they are dedicated to your account, they can take other administrative tasks off your plate if they have extra time or if call/chat volume is low.
You have the opportunity to interview agents before you hire them.
No, you aren’t just assigned a group of agents and expected to bring them on board mindlessly. You can thoroughly interview and get to know your agents before you agree to hire them, just as you would any other employee. This allows you to understand their credentials and background, hear how they conduct themselves on the phone, and see if they meet your needs before you commit to anything.
Why BPO Is the Smart Choice for Quality and Cost
SupportZebra offers high-quality, affordable BPO services tailored to your needs. With over 600 professionals in the Philippines, we specialize in customer support, technical assistance, and back-office operations.
Our agents undergo comprehensive training to minimize errors and enhance service quality. We utilize advanced technologies like Amazon Connect and Local Measure’s Engage platform to streamline processes and reduce costs.
We also provide a collaborative hiring process, allowing clients to interview potential agents to find the best fit. This improves customer experience while controlling expenses.
