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 question. 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 smaller) Contact Center BPO over a larger one, and if and why the BPO’s size matters.
How big is your company and what are your outsourcing needs?
The size of the contact center BPO provider depends on the size of the organization looking for those services. Companies often choose the wrong-sized outsourcing partners as they fail to anticipate their outsourcing needs. If you held a party for 100 people and only planned for 50 you would have a lot of hungry guests and overworked waiters. If you planned for 500, you would have food going to waste and staff being paid to stand around. Either way, your party would be a flop.
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.
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. On the contrary, compared to larger BPO contact centers, mid-sized or even smaller contact center BPOs can provide exceptional and cost-effective services. These smaller players are also more likely to offer tailored, dedicated, and detailed solutions to meet specific requirements. Smaller contact centers usually deliver better outcomes because of the higher levels of staff engagement and offer more customized attention and service to clients.
Excellent service comes from outstanding teamwork
There’s one common misconception: the larger the contact center BPO, the better the quality of the service. On the contrary, compared to larger BPO-contact centers, mid-sized or even smaller BPOs can provide exceptional and cost-effective services. These smaller players are also more likely to offer tailored, dedicated, and detailed solutions to meet specific requirements. Smaller contact centers usually deliver better outcomes because of the higher levels of staff engagement and offer more customized attention and service to clients.
6 simple yet powerful strategies to improve customer retention
Can you remember the last time you re-engaged with your customers and tried to win them back?
These strategies will do exactly that and more.
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 satisfactory outcomes and deliver the best solutions.
So, does the size of the Contact-Center BPO 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. You are the only one who can say if “bigger is better” or “less is more” is the right approach for your business.