In the global outsourcing industry, many companies view partnerships with a BPO as a tool that can transform their business. While the right partner can add value, enhance relationships, and provide innovative solutions, this isn’t always the case. So, what should you do if you aren’t getting the desired results from your current BPO?
What Makes a Good BPO Partner?
Choosing the right BPO partner takes time and careful consideration. In addition to years of industry-related experience, you need a partner with detailed knowledge of how your business works and the niche it serves within the industry. However, the flexibility to adapt to your company and its changing needs may be the most critical component of a successful partnership. The biggest player in the industry won’t necessarily be the best fit for your business.
A successful BPO will take a collaborative approach to build a strategic partnership. However, there are also other factors to consider. You also want a company in the right geographic location to serve your customers and corporate needs. And of course, you need a partner who offers competitive pricing and won’t overcharge you for their services.
What Are the Signs That It Might Be Time for a Change?
Poor performance can’t be ignored. If you see an overall decline in performance or delivery of service guarantees, it may indicate that it is time for a change.
There are several red flags that signal it is time to re-evaluate your relationship with your BPO. For example, if they are consistently failing to hit goals or deliver on promises, then it is not a partnership that adds value to your business. Furthermore, if you see increased rates of attrition and absenteeism, or there has been a drastic change within the corporate structure or hierarchy with operational leadership, it could indicate that the BPO has different values or views of client services. A good partner will have a clear strategy that aligns with your corporate goals.
How Do You Ensure That You Are Getting the Desired Results from Your Current BPO?
If you want to ensure that you get your desired results from your BPO, then there must be clear and prompt communication of expectations and services. Ideally, this should be a continuous conversation about performance standards, issues, and solutions to remediate problems. Using technology and innovation will also make your communication more efficient and effective.
Full transparency in your strategies and operations is the best and only method for conducting business. While there will always be setbacks and learning opportunities, you should still be seeing positive results. However, if their performance metrics don’t measure up against their competitors, you could get more for your money somewhere else.
Although it isn’t a decision you should make hastily, it may be necessary to make a change if your current BPO fails to deliver the desired results. If they miss critical targets and you don’t see improvement within the next 90 days, it’s probably time to consider reducing your footprint or ending your partnership.
If you are not satisfied with your current BPO, contact the consultants at P3 to see how we can get help you turn things around and get the results your business needs.