Outsourcing companies and the BPO industry in general, have grown exponentially over the past many years. It has flourished along with the rise of social media, automation, multichannel communication, and the drive towards robust customer experience. This trend has companies, with varying business needs, contracting with an external service provider. In this case a customer service business process outsourcing vendor (BPO). These needs can vary from basic HR, accounting, and payment processing services to more advanced needs, such as artificial intelligence for IT services or tech support.
Many BPO companies do a great job meeting every customer support or outsourcing service expectation. But what if yours does not?
What are the warning signs that your BPO service provider should be replaced? We will share the most common problems our front office, back-office, human resources, and contact center professionals see every day. And uncover the best-in-class solutions used within the world’s top BPO vendors.
Hopefully, this information will help resolve your situation and allow your operation to get back on track whether it be a customer interaction and customer loyalty, quality assurance issue, workflows, or optimizing business functions.