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When you hear the term 'business process outsourcing,' what's the first thing that comes to mind? Maybe operational efficiency? Or cost-savings?
In the old days, companies used to turn to business process outsourcing vendors for help managing their incoming customer calls. Something that was, at that time, often viewed as 'less important' to the long-term success of a business. Additionally, the decision to outsource customer service was commonly made to help off-set high, in-house support costs. The combination of these factors meant that companies would look for business process outsourcing vendors that could provide two things – a high level of support at the lowest possible cost.
We’ve seen a shift in the ways that customers connect with brands. They are reaching out across multiple channels, sometimes all at once. And no matter how they contact a company, they want – no, demand – a personalized, engaging experience. If they don’t get it, they won’t hesitate to leave for a competitor that can. A competitor that is likely just a click away.
As a result of this shift, the ways that brands view their relationships with customer care BPO vendors is also changing. Gone are the days when it was sufficient to just answer an incoming customer call, as quickly and cost-efficiently as possible. Now, in order to keep customers loyal and spending, innovative companies are looking to partner with business process outsourcing vendors that can help them deepen customer relationships – and consequently boost their bottom lines – across any and all channels. These companies are also realizing that forging strong relationships with vendors that can enable these types of interactions is paramount.
Changing the ways that companies enter into partnerships with business process outsourcing vendors can seem challenging at first, especially when the old ways of doing things are so easily ingrained into companies’ cultures. However, the change is necessary if companies hope to keep up with customers’ evolving expectations, and remain competitive.
To learn more about how entering into vendor relationships with the customer at top-of-mind can benefit your business long-term, read the eBook "From Price to Value." You’ll learn: