5 Things to Look for in Potential Business Process Outsourcing Partners
5 Things to Look for in Potential BPO Partners
You may have heard of the benefits of business process outsourcing, and now you’re ready to take your business to new heights. How do you determine whether an outsourcing company is worth building a partnership with?
One of the reasons why many businesses fail in the long term is that they fail to scale. When considering a potential partner, it helps to look at their numbers – the equipment, the number of trained staff, and the number of staff they can hire & train during the transition period. Always look at a BPO’s ability to train staff and endorse them to operations quickly and efficiently.
While it’s always great to start small, your business process outsourcing partner should have a sound growth plan congruent with your business needs. It’s not just about scaling up, either. Sometimes, there’s a need to downsize, which is not necessarily bad – if it’s what your business needs, your BPO partner should be able to downsize compromising quality.
Customers are not one-dimensional. Whether you want to improve your customer experience or boost sales, you should take advantage of every channel to improve engagement. Good customer service teams should have email, chat, and phone support systems in place so you can be sure all your customers’ concerns are heard. Make sure your potential BPO partner doesn’t cheap-out on communication tools, and that the staff are well trained to use them, even when under pressure.
Support for clerical tasks will also help you focus on growth, so your potential outsourcing partner should have virtual assistant services available.
Pac Biz can grow your remote staff from 1 to 5 or more in less than a month, depending on your needs.
Most BPO companies are located off-shore. While this saves you from the usual operation costs, the thought of working with an office thousands of miles away can be unsettling. This is why the BPO company you choose should have a reliable infrastructure in place.
One thing to look for is redundant internet and power to ensure operations will continue even during service interruptions. Your potential partner should also have a dedicated IT staff to troubleshoot onsite, at no extra cost to you.
One of the perks of outsourcing is that you don’t have to worry about management – your BPO partner should handle everything from leadership to quality assurance. So what’s a good indication for quality management?
People work best when they’re happy and when they feel like they’re providing enough value. Good management ensures this by setting goals and providing incentives. Many employees are after career development, which is why coaching, proper monitoring and constant feedback from management is important. This will also help you track performance metrics and set targets with your BPO partner.
Healthy Working Environment
Leaders and their team members fail when they operate in a highly stressful environment. Compensation, workplace safety, and company culture are key factors in determining whether a business process outsourcing company takes care of its employees.
Ask yourself, what is your potential partner doing to make the workplace less stressful? Does the company culture boost employee morale and keep them engaged? Workplace policies are important, however, many companies find that enforcing policies on a case-to-case basis works best. A reasonably relaxed environment takes pressure off employees, thus encouraging productivity.
Take all these factors into consideration, and you’ll be ready to build a great, lasting relationship with your potential BPO partner.
Talk to one of the owners: Eric Mulvin. Discuss what you are interested in, what it takes to get started and go over any questions you have.
Interested in coming out to meet us?
Schedule some time today to learn more about Pac Biz by filling out this form. And we look forward to hosting you in Dumaguete.
Meet the Owners of Pac Biz
About Pac Biz:
Pac Biz is a 24/7 quality focused call center ran from Phoenix, Arizona but operated out of Dumaguete, Philippines. With over 145 staff and growing, Pac Biz provides support for transportation companies, ecommerce companies and solar companies. Pac Biz provides a dedicated on site account manager, a quality team, 24/7 supervisors, a training team and active US ownership to build long term relationships with our clients.
If you ever identify areas that need human help, we have an office full of talented, hard working staff who can professionally fill those gaps in your customer experience and make sure your customers are getting the support they need so they can keep coming back and spending money with your business year after year.
Our goal is to help companies grow so you can hire more staff locally in your community. I would also be happy to jump on a call with you to help find ways to use Pac Biz agents to fill those gaps if you need help.
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