Insights|The Five-Step Guide to Choosing the Right BPO Partner

The Five-Step Guide to Choosing the Right BPO Partner

Partnering with a business process outsourcer (BPO) can reduce costs, boost productivity, improve customer service (CX) and add value across your business. So how do you find the BPO provider that’s the right fit for your organization?

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choosing the right outsourcing partner
by Sitel staff February 7, 2019 - 3 MIN READ

Partnering with a business process outsourcer (BPO) can reduce costs, boost productivity, improve customer service (CX) and add value across your business. So how do you find the BPO provider that’s the right fit for your organization?

Business is booming and you find yourself in the enviable position of struggling to meet demand and looking to expand. However, growing the organization will mean boosting all of its business operations to keep on delivering the right levels of customer service. This is a massive capital expenditure and one that could very easily get in the way of investing in and expanding the core business that’s the real driver of this growth.

Luckily, for brands in this position, BPOs can help solve this problem by taking care of operations that are crucial but not core and leaving you free to focus on what your business does best.

In addition to allowing you to stay focused on your core business, partnering with the right BPO reduces costs, gives your company access to the latest technologies and leading industry knowledge, boosts your CX and brings added value to your operations.

However, you’ll never be able to realize any of these benefits unless you know how to identify the BPO provider that’s right for you and your business needs.

Step 1: Reputation

Trust is critical to doing business. Trustworthiness is why your own organization is booming and looking for growth solutions. Therefore, logic dictates you should only consider a BPO partner who has earned the trust and respect of the industry. Look for BPO organizations who are delivering best-in-class solutions, have earned industry awards and accolades and are continually ranked highly by analyst firms. This type of independent third-party endorsement cannot be bought — it has to be earned.

Step 2: Knowledge

The best BPO providers add value as well as help your company reduce costs and focus on its core operations. This is only possible when a provider already has the industry knowledge needed to meet the challenges of your particular business sector – whether it’s retail, telecom, media, banking and insurance or tourism – look for an organization already delivering in your business verticals.

Step 3: Values

Your values and vision are what have shaped your company and will continue to guide its philosophy, culture and decision making. Working with a BPO organization should be seen as a partnership, or an extension of your own business. Therefore,  shared values are crucial for a successful, long-term partnership. Even if it’s an expert in your particular business field, unless a BPO provider has a similar philosophy, it is challenging to align processes or for the service provider to deliver a seamless service, one where your customers can’t tell the difference even as the number of customers being served continues to grow.

Step 4: Scalability

The economy can expand or contract and demand for your products or services could be seasonal. But whether at peak or trough, a BPO provider must be able to demonstrate it has the agility and scalability to meet demand and to deliver the same levels of service for your customers.

Step 5: Geography

A BPO provider should be present where you are and have the same physical reach – whether it’s to serve your U.S. customer base or provide support to your warehouse and logistics operations in EMEA or Asia. Likewise, in an increasingly global business environment, opportunities can come literally from anywhere and at any time. Partnering with an organization with a global footprint gives you the tools you need to exploit further opportunities, wherever – and whenever – they arise.

Startups, small-to-medium-sized businesses and  enterprise and Fortune 500 companies alike rely on Sitel Group as their BPO partner. They expect positive, consistent CX across every channel, in multiple languages and from multiple geographies.

As a leading global outsourcing provider of customer experience management, we understand better than anyone how critical your customer relationships are. With 150 offices across 27 countries and more than 75,000 associates speaking 48 languages,  our contact center associates deliver more than 2.5 million unique customer experiences every day.

We are here to help you with any business process outsourcing needs you might have.

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