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Customer experience management has never been as challenging for enterprises as it is today. Going forward, the capacity to win new consumers and retain existing ones will be even more confusing, with ongoing rapid changes in end-user expectations, technology, and the need for business continuity. This is why so many firms across different industries are seeking to stabilize and improve their CX functions by taking on a front-line partner that can provide the experience required to do best by their customers.
However, when selecting a front-line third-party partner, enterprise customer management professionals should realize that this choice needs to be made with a great deal of reflection. All providers are not created equal. To this end, enterprises should choose an outsourcer based on their capabilities across several criteria. Being selective in the choice of a CX partner means a better chance of driving better end-user outcomes, which should be the objective of any organization.
What makes a good CX business partner?
In an industry as mature and diversified in BPO providers as customer experience management, the selection of a potential partner can be daunting. It would be foolish for an enterprise CX manager to simply choose the first BPO they find on a web search. Rather, when selecting the outsourcing partner that will act as a brand ambassador for a product or service, the enterprise must be judicious. And, while the most important elements will vary depending on the individual enterprise in question, the following are the considerations that should be taken into account when selecting a front-line BPO provider.
These elements are crucial for contact center management, and enterprise executives should consider them as table stakes when engaging with any BPO looking to win their front-line business. Indeed, in the 2020 Ryan Strategic Advisory Front Office BPO Omnibus Survey of 540 enterprise contact center decision-makers, respondents rated both information security provisions and compliance management capabilities as their top two criteria when selecting an outsourcing partner.
Consumer demand is not consistent throughout the year and varies depending on the industry in question – just consider holiday seasons or back-to-school as two examples. CX executives need to prioritize finding a BPO partner that is agile and that has the right processes in place in order to ramp up or down quickly, so as to respond to changes in consumer demand. Reacting to new developments simply will not be enough in the current/future CX market.
Undoubtedly, picking the right outsourcing partner to manage some or all of an enterprise’s CX operations is no easy task. Executives selecting their partner of choice have to weigh numerous factors. This process needs to take into account criteria that will directly impact how well end-users are serviced, overall operating efficiencies, business continuity, and data security. There are many options that enterprise contact center managers have to choose from, but narrowing it down to a partner with experience, a commitment to quality, and a strong record of delivering for their clients’ consumers, is essential.