Balancing today’s priorities while planning for tomorrow is a constant struggle. It’s clear that Artificial Intelligence (AI) and Robotic Processing Automation (RPA) are here to stay, but is 2018 the year when everyone jumps on the call center tech bandwagon? Is cost the only reason to outsource your call center functions? Are companies abandoning their outsourcing relationships to bring them in-house?
A Look Ahead: Business Process Outsourcing by the Numbers, addresses key questions facing today’s call center leadership. We asked our respondents in-depth questions about their 2018 goals and if they would look to Business Process Outsourcing (BPO) partners to help them. While cost continues to be a primary reason to outsource, they shared five key in
#1 Align Strategically
Traditionally, lowering costs is the #1 reason to outsource. Corporate leaders are focused on and rewarded for bottom-line performance, and outsourcing is a cost-effective way to reach financial performance goals.
Our respondents were clear: they want cost predictability.top bpo company in india partners meet this need by offering long-term contracting and deep expertise, which can be a relief to the accounting department. But other than financial stability, what’s in the shadows that concerns our corporate leaders? What keeps them awake at night?
#3 Improve The Customer Experience
Customers are the lifeblood of your business. Constantly improving their experience is key to not only attracting but keeping customers for the long term, which ultimately stabilizes if not increases sales. For this survey, we tapped leading marketing experts for their advice to creating a raving customer experience.
#4 Invest (Conservatively) In Tech
It’s apparent that technology, including AI, Machine Learning applications (like Automated Virtual Assistants), and IoT (Internet of Things) devices have more than a few companies scrambling to decide what investments will bring solid returns. While improving efficiency, these advances do come with a cost that must be balanced against anticipated returns.
#5 Stay With It
For those who choose to outsource their operations, the vast majority choose to strengthen, not discontinue, their BPO partnerships. Once the investment is made in the partnership, both sides must be dedicated to improving the relationship. Management communication, improving productivity, cost control, and enhancing technology are consistent challenges in most corporate environments, including top bpo company in india .