Matthew Sims of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla.
The current Coronavirus crisis has shown the importance of contact centres at this difficult time. When many organisations are looking to outsourcers for additional resource, this is a good opportunity to reflect on the lessons learnt in the industry. By taking inspiration from the top challenges encountered when choosing a business process outsourcing partner there are advantages to be gained.
8 Top challenges for contact centre outsourcing
Successful companies learn how to turn these challenges into powerful opportunities to boost agent performance and the customer experience.
Organisations should first consider how they select and deploy the latest technology such as Robotic Process Automation (RPA) and Artificial Intelligence (AI). Learn from brands that have already invested in them to identify any pitfalls and don’t rush in. Adopt a measured approach that takes into account the customer journey and then use experts to deliver a carefully selected solution.
Next, always remember a partner is not just a supplier particularly when it comes to business process outsourcing and service delivery. Organisations should choose their partner wisely, seeking to surround themselves with people and services they can rely on for quality, reliability and thought leadership.
Finally, offshoring is a great strategic opportunity, but not for short-term or tactical gain. Companies need to ensure that the partners, countries and solutions they select are fit for purpose for their customers tomorrow and not just for their profitability today.
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Published: Wednesday, June 10, 2020
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