Choosing the Right BPO Partner
With nearly 20 years in the BPO and contact center space, I’ve seen both excellent and poor fits between organizations. Choosing the right outsourcing partner is critical to your business’s success. Here are the top three factors to consider when selecting an outsourcer.
1. Will Your Project Matter to Them?
This is the most crucial factor. The importance placed on your project is the biggest differentiator among BPOs. Technology and capabilities matter, but nothing is as critical as whether your business will be valued post-signing.
- Discovery: This initial phase involves a thorough assessment of your organization’s needs. It’s essential that your potential partner takes the time to understand the specific challenges you face and what solutions they can provide. A collaborative discovery phase sets the stage for a successful partnership.
- Negotiation: This is not just about securing favorable terms; it’s about establishing a mutually beneficial relationship. Both parties should feel that the terms of the partnership align with their goals. This includes pricing, service level agreements, and expectations for performance.
- Onboarding: A well-structured onboarding process is vital for kickstarting the project on the right foot. This phase should include comprehensive training for the outsourced team and clear communication of expectations. Proper onboarding minimizes disruption and accelerates the transition to day-to-day operations.
- Day-to-Day Operations: This is where the partnership is truly tested. Monitor how well the partner executes the agreed-upon plans. Regular check-ins and performance evaluations can help ensure that the partnership remains productive.
- Issue Resolution: Problems will inevitably arise. The speed and effectiveness with which these issues are addressed can make or break your relationship. Establish clear protocols for escalation and resolution. A partner that responds swiftly demonstrates a commitment to your success.
2. Is It a Strategic Match?
This ties back to the first point. Assess whether the partner genuinely wants to understand your gaps and how to address them.
- Capacity Assessment: If your needs are significantly lower or higher than the partner’s typical client demands, this could lead to mismatched expectations. For instance, if you require 25 Full-time Equivalents (FTE) but the partner generally handles 100, your project might not receive the strategic attention it needs to thrive.
- Focus on Client Needs: BPOs that prioritize higher billing clients may deprioritize smaller accounts, which can lead to a lack of support or resources for your project. Ensure that your partner is committed to providing equal attention and quality service, regardless of project size.
- Long-Term Vision: A strategic partner should not only address your immediate needs but also align with your long-term goals. Look for partners willing to adapt and grow with your organization, providing insights that can help you evolve.
3. How Agile and Responsive Are They?
Responsiveness is key to the day-to-day relationship. In long-term agreements involving substantial investments, issues will inevitably arise.
- Post-Sales Support: During the sales cycle, a partner may appear highly responsive. It’s essential to assess whether this level of communication continues once the contract is signed. A proactive partner will keep communication lines open, ensuring that concerns are addressed promptly.
- Crisis Management: Evaluate how the partner has handled past challenges. Ask for specific examples of how they managed significant issues, such as a sudden 30% reduction in FTEs, ongoing billing disputes, or high turnover among key personnel. Their ability to navigate crises effectively is a strong indicator of their overall responsiveness.
- Feedback Loops: Establish mechanisms for regular feedback. A partner that actively seeks your input demonstrates a commitment to continuous improvement and is more likely to respond effectively to your changing needs.
Conclusion
These factors truly matter. While advanced tools and features are beneficial, 85% of what counts lies within these three considerations: the value placed on your project, the strategic alignment between your goals and those of the BPO, and their agility and responsiveness in day-to-day operations.
Choose wisely to ensure a successful partnership, as the right BPO can be a vital extension of your organization, driving both efficiency and growth.
