Customer experience (CX) takes centre-stage today, in terms of how businesses can deliver outstanding service and build loyalty.
Consumers are increasingly knowledgeable of the products and services they consume, accessing the web on their mobile devices or computers to find comparisons and reviews to inform their buying decisions.
Not only do they have information literally at their fingertips, they can dispense their judgement post-purchase to a wide audience on social media or through customer reviews if they are dissatisfied. These abilities have transformed the customer support landscape, with the power of the consumer stronger than ever before.
Companies that provide great CX enjoy higher customer satisfaction, while those unable to do the same may lose customers to their more able competitors.
To achieve an impeccable and reliable CX in-house, companies typically have to invest heavily in customer relationship management technologies, hire, train and manage the right levels of operational staff and the list goes on. This can be costly and even large companies sometimes are unable to achieve the economies of scale needed to make their customer support operations cost-efficient.
The good news is that there exist cost-optimal solutions in the form of Business Process Services (BPS). Companies can tap on BPS service providers to deliver high quality CX on their behalf.
Partnering with BPS providers gives companies access to world-class capabilities in CX, reducing the need for infrastructural investment while providing the flexibility to scale up or down according to their business needs.
Outsourcing these back-office functions allows organisations to focus on their core competencies while freeing up resources to concentrate on strategic activities.
As in all partnerships, choosing the right BPS provider is important. The nature of the relationship between the client and the service provider is vital to the long-term success of any outsourcing arrangement. Some key considerations in choosing a BPS partner include:
- Vast access to a global talent pool to find the right people for the job
- Deep understanding of the cultural nuances and language capabilities necessary to serve your customers
- Global geographical footprint to scale in line with your business and enable operations in multiple time zones and locations
- Access to innovative technologies and infrastructure to give efficient and reliable results