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Success Strategies for Contact Center BPOs

Contact center business process outsourcers (BPOs or “outsourcers”) have similar goals and challenges to in-house contact centers - and some additional ones of their own. They’ve got to keep several plates spinning at all times:

Operating their clients’ contact center operations to agreed standards, more cost-effectively than they can do themselves, while still making a profit
Minimizing the churn of clients by consistently delivering against service level agreements and demonstrating this with effective reporting
Winning new clients by submitting timely, competitive, and sustainable proposals
Earning a reputation for delivering a service that is appropriate to the target client base: high quality of service, match of company culture and brand, availability, or a combination
Avoiding massive staff turnover levels, despite expecting extremely high levels of occupancy and multi-skilling from employees

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Transform customer engagement

Customer engagement is about optimizing your people, processes, and technology. Empowering your customers to interact with your brand on the channels they want, and delighting them with a personalized experience. But in this extremely competitive market BPOs have to overcome challenges that don’t affect in-house contact centers, and with the market predicted to explode in the next few years. How can you tap into this growth and stay ahead of your competitors?

Here are eight proven strategies to help BPO's thrive.

Ruthlessly Control Costs

Optimize agent schedules to minimize costs and avoid penalties.

Keep a laser focus on the SLA

Avoid over-staffing as carefully as you avoid under staffing.

Obsessively Manage Supply & Demand

Optimize agent schedules to minimize costs and avoid penalties.

Align Costs with Revenues

Choose pay-per-use software.

Be Agile

Remember that success is about the survival of the most adaptable.

Control Staff Turnover

Engage agents in the scheduling process with self-service tools.

Automate as Much as Possible

Use AI to automatically produce accurate forecasts.

Choose The Right WFM Application

Look for pay-per-use pricing. Unlimited integrations.

Infographic

Contact Center BPO: 8 Proven Success Strategies to Thrive in a Competitive Environment

The BPO market is predicted to explode in the next few years. How can you tap into this growth and stay one step ahead of your competitors?

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Ingredients of the contact center outsourcers' secret sauce

Learn how BPOs deliver on SLAs, optimize customer service, reduce turnover and control costs from 3 veterans of the outsourcing industry.

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