Caperio AI Performance Platform
  • U.S.A. : 1 (470) 655-6318
    • Brasil : (+55) 11-97506-0418
  • Our Purpose
  • Platform
  • Customer Success
  • Partners
  • Pricing
  • Learn
  • About
CONTACT US
  • Contact Centers
  • Oct 26

How to Manage Your Call Center Outsourcing Partner Properly

How to Manage Your Call Center Outsourcing Partner Properly

Original article available here.

How to Manage Your Call Center Outsourcing Partner Properly

1. Do Not Treat Your Outsourcer Like a Vendor

Your relationship with your BPO is too important to treat like a vendor. Your customer service outsourcer is not just some company that you are buying a piece of software from, they are speaking to your customers. There needs to be a give-and-take, an ebb-and-flow to the relationship. You must treat your outsourcer like an extension of your business. If you come in with a stick mentality, and you know that if they mess up or make a mistake, you come down hard on them, that relationship is not going to work. There needs to be a constant cycle of constructive feedback, and you need to treat this relationship like a partnership. Visit them! Go out to dinner! Develop the relationship farther than a business relationship. Be friends with your outsourcing partner!

2. Be an Active Part of the Training

Whether you are onboarding five or 500 agents, you need to be a part of at least the first three or four classes. “Train the Trainer” models are important so you know exactly how your outsourcer is training your reps. You should be on-site (or at least on a video call) for the launch. If you do not have time moving forward and you want to be more hands-off, the outsourcer’s dedicated trainers should be able to take the baton and train the next classes efficiently. However, the agents should always be able to put a face to the client. Make sure your outsourcing agents know who you are.

3. One Point of Contact for Your BPO Partner

Have a Client Services Manager Lead: one person you can form a relationship with, and you can ask any question and they can help solve any problem. Make sure they are able to respond to you within 15-30 minutes.

4. Have Weekly Calibration Sessions

Sit down once a week and listen to either recorded or live calls. Your team and your BPO Partner should be on the same page. Understand your goals and understand when your partner may not be hitting them. Make sure you and your partner’s scoring mentalities are the same. What you think is a QA score of 90, your partner could think is a 78. What you think is a 78, your partner might think is a 92. Be consistent.

5. Have an Issue/Escalation Process

Meaning, if a call gets out of hand, if a customer is using foul language, if an agent becomes visibly irritated, have a written procedure about what happened that can be sent to the client. If your BPO Partner makes a mistake, you need to make sure they are comfortable enough to tell you about it. You do not want your BPO Partner to be afraid of you, you need to work together to solve problems to make your customer service as efficient and enjoyable as it can be.

6. Have Weekly Status Calls/ Quarterly Reviews

Have a weekly catch up and talk about service levels, handle time, call volume, and/or whether you need to add more agents to your program. Any adjustments that could be made should be talked about in a weekly status call. In a quarterly review, you should talk about your program at a macro level; agent sentiment, customer sentiment, speech analytics, or if any big changes need to be made.

7. IM Tools

Having some sort of quick messaging tool like Slack can be an easy and quick way to update your BPO partner quickly on any changes. Have constant access to your floor.

8. Be Flexibile

“Everyone has a plan to get punched in the face” -Mike Tyson. No matter how foolproof you think your plans are, how solid you think your forecast is, things will inevitably change. Understand that the partner you choose is going to bend over backward to make sure they are working correctly for you.

We have been so lucky to have the amazing clients we have here at Expivia. I have learned just as much from them as they have from us. They are the reason we were able to hold strong through Covid. Sure, you can be a jerk to your BPO partner and pride yourself in your toughness, but when the rubber hits the road, the clients that treat us well are the ones we are going to prioritize our service to when things get rough. The number one reason why programs fail is a lack of coordination, flexibility, and understanding between the client and the BPO Partner. Treat your Outsourcer like a partner, not a vendor!

Related Posts

How AI Can Transform Contact Centers’ Unstructured Content
Artificial Intelligence Contact Centers

How AI Can Transform Contact Centers’ Unstructured Content

Original article available here. How AI Can Transform Contact Centers’ Unstructured Content If your organization is drowning in unstructured content, it’s not alone. IDC predicts 80% or more of global content and data will be unstructured by…

Roy
  • Mar 18
How Call Centers Can Thrive by Successfully Managing the Unexpected with AI
Artificial Intelligence Contact Centers

How Call Centers Can Thrive by Successfully Managing the Unexpected with AI

Original article available here. With call center conditions constantly changing, companies must turn to artificial intelligence technology in order to optimize their operations. Call Centers are constantly dealing with unexpected scenarios, but 2020 has taken…

Roy
  • Jan 08

Search

Recent Posts

  • How AI Can Transform Contact Centers’ Unstructured Content
  • Google Brain Introduces Symbolic Programming + PyGlove Library to Reformulate AutoML
  • How Call Centers Can Thrive by Successfully Managing the Unexpected with AI
  • 10 Unique Use Cases for Speech Analytics
  • How AWS is staking its claim on tomorrow’s contact centers

Recent Comments

  • Roy on The Amazing Ways Duolingo Is Using Artificial Intelligence To Deliver Free Language Learning

Archives

  • March 2021
  • February 2021
  • January 2021
  • December 2020
  • November 2020
  • October 2020
  • September 2020
  • August 2020

Categories

  • Analytics
  • Artificial Intelligence
  • Contact Centers
  • Remote Agents
  • Speech Analytics
  • Technology
  • Uncategorized

Meta

  • Log in
  • Entries feed
  • Comments feed
  • WordPress.org

Subscribe to Our Blog

I want the latest update in...

    Latest Post

    How AI Can Transform Contact Centers’ Unstructured Content

    How AI Can Transform Contact Centers’ Unstructured Content

    • March 18, 2021
    • [rt_reading_time postfix="mins read" postfix_singular="min read"]
    Google Brain Introduces Symbolic Programming + PyGlove Library to Reformulate AutoML

    Google Brain Introduces Symbolic Programming + PyGlove Library to Reformulate AutoML

    • February 5, 2021
    • [rt_reading_time postfix="mins read" postfix_singular="min read"]
    How Call Centers Can Thrive by Successfully Managing the Unexpected with AI

    How Call Centers Can Thrive by Successfully Managing the Unexpected with AI

    • January 8, 2021
    • [rt_reading_time postfix="mins read" postfix_singular="min read"]
    10 Unique Use Cases for Speech Analytics

    10 Unique Use Cases for Speech Analytics

    • December 14, 2020
    • [rt_reading_time postfix="mins read" postfix_singular="min read"]

    Follows Us

    Company

    • About us
    • Careers
    • Learn
    • Blog
    • Contact us
    • Privacy Policy

    Platforms

    • Caperio AI Engine
    • Business Scenario Libraries
    • Caperio Workbench
    • Integrations

    Support

    • Help Desk
    • Knowledge Base

    Community

    • Webinars
    • Faq’s

    Contact

    • support@bossanovadata.com

    © 2025. Copyright BossaNova