FrontLogix | Beyond Customer Care

FrontLogix Black
mid-sized contact center bpo

Bigger or smaller Contact Center BPO: which is better?

Does the size of Contact Center Business Process Outsourcing providers really matter?

Well, this can be quite a difficult situation. When choosing a BPO provider, there is a lot to know and be aware of, just like when choosing any other business partner. In this guide, you will learn whether you should go with a mid-sized (or even smaller) or larger Contact Center BPO and if and why the BPO size matters.

How big are your company and your outsourcing needs?

The size of the contact center BPO provider, in many cases, depends on the size of the organization looking for those services. Companies more than often choose wrong-sized outsourcing partners as they fail to anticipate their outsourcing needs. This is simple: will you make a party for 50 people in an arena for 500? Or the other way around: will you invite 20 people to dinner and order food for just 5? These simple everyday examples will easily show you how a large percentage of your guests would be left unsatisfied in both cases.

It’s more or less the same in Business Process Outsourcing. You need to have a clear idea of the >>what<<, the >>how<< and the >>how much/how many<< so you can successfully choose a BPO partner that will be able to deliver appropriately.

Contact Center BPO
Mid-sized Contact Center BPO

The major decision: bigger or smaller contact center BPO?

There’s one common misconception: the larger the contact center BPO, the better the quality of the service. Well, this misconception, in reality, might lead business owners to make decisions based on perception rather than facts. On the contrary, here’s another fact: compared to larger BPO contact centers, mid-sized or even smaller contact centers BPOs can provide exceptional and cost-effective services. They also strive for more challenges to achieve better goals. These smaller players are also more likely to offer tailored, dedicated, and detailed solutions to meet specific requirements.

Contact Center BPO

Yes, large contact centers are impressive and remarkable and can offer more significant capacity. So yes, if your business requires thousands of agents, then you most probably need the resources and workforce the larger BPOs can provide. However, if your project requirements are minor or modest, you risk being considered a “small fish” if you go with a giant contact center setting. Another important takeaway is that the smaller contact centers usually deliver better outcomes because of the higher levels of staff engagement and delivering more customized and dedicated attention and service to projects.

Excellent service comes from outstanding teamwork

And not only just excellent service but strong relationships too come from outstanding teamwork! And believe it or not, teamwork is somewhat better in mid-sized BPOs, where team equals family; clients equal best friends. As a matter of fact, the mid-sized BPO employees treat the customers as their own. And not only the customers but the processes as well. The more dedicated team, the better the focus on details, and with adequate training, the higher customer satisfaction. It’s a simple fact that the more focused the team, the more significant push to perform better as they progress.

Clickable image with pdf file

Slightly smaller team, but immense customer satisfaction

Customer happiness is, ultimately, the most crucial aspect of your business. To achieve this, you must thoroughly research the BPO pool before choosing one to partner with. At the end of the day, regardless of the size, it must produce appropriate outcomes and deliver the best solutions.

So, does the size of the Contact CenterBPO provider really matter? It most certainly does! It’s one of the most crucial considerations to make at the start of your BPO partner hunt. So get your ducks in a row, set clear business goals, decide what’s best for achieving those goals, and instead of sticking to the “more is better” premise, rather turn to the “less is more” premise and have a clear judgment before making the final call.