The constant challenge of doing more with less
By Mark Atterby
BPO providers and their clients are always looking for ways to reduce costs yet improve service levels and productivity. Cutting-edge technology is a critical success for BPOs and their capacity to deliver business applications and functions to their clients. Finely tuned recruitment and HR practices are necessary to ensure the best people are hired for the right job at the right price.
There are five things to keep in mind when looking to improve the quality of a BPO relationship and the value it delivers to the client organisation.
Focus on the end customer
Proactively connect with your customer. Proactive communication can reduce calls to the contact centre while building a long-term relationship with the customer. One of the best ways to differentiate your self is to focus on the end-user. Make the customer experience seamless by applying ease of use methods that deliver needed information with quality and speed. Delivering information ahead of customer requests will reduce inbound calls and enhance the customer experience
Recognise, track, and learn customer needs across all communication channels. Make strategic use of customer service surveys for happier customers, greater revenue, and cost savings. Capturing and applying customer data in a real-time environment delivers more efficiency, reduced call time and increased first-call resolution. The customer also feels the information is personalised and you are ready to provide answers to their questions.
Aim for achievable business outcomes
Establish clear business goals. Do you want to reduce costs, improve quality, enhance customer experience, generate revenue or retain more customers? You probably answered yes to all five, but what is your priority? The clearer your requirements, the better chance you have of achieving the desired results
Establish clear business goals. Do you want to reduce costs, improve quality, enhance customer experience, generate revenue or retain more customers? You probably answered yes to all five, but what is your priority? The clearer your requirements, the better chance you have of achieving the desired results.
Don’t forget about the people
Retention of key employees is vital to the long term profit and success of any organisation. It is a known fact that retaining your best employees ensures customer satisfaction and increased product sales.
In the BPO industry, particularly in low cost locations, such as India and the Philippines, there’s the view that there’s plenty of people looking for jobs. Anyone who is dissatisfied can be easily replaced. Well no, if they are good at their job, have substantial product knowledge or require any specialist skill or knowledge
Your staff members must feel rewarded, recognised and appreciated. Frequently saying thank you goes a long way. Monetary rewards, bonuses and gifts make the thank you even more appreciated. Understandable raises, tied to accomplishments and achievements help to retain staff.
Attrition and staff turnover rates are high for BPO organisations across the globe. The costs of replacing these people is substantial and impacts on the level of services that customers experience.
Make use of the latest technology
Technology has a substantial impact on the level of quality in regards to a provider’s service offerings and the associated costs of those services. These days SaaS (Software as a Service) and cloud computing are the wise choice for BPO providers and their clients. Cloud computing and Saas allow for very scalable and flexible deployment of applications across multiple geographic locations.
Transition and Innovation
View BPO not purely as a mechanism for reducing costs but more as a vehicle for adding value to your business processes. As part of moving a business process to be managed by a third party, that process may be evaluated and redesigned or improved upon.
The vendor in collaboration with the client may suggest introducing new technology or new ideas of how things should be done. True innovation can lead to significant improvements
July 22, 2015