Landing a client as a business process outsourcing (BPO) provider in today’s competitive environment is difficult. Keeping that client is even harder—especially in the contact center arena, where performance results are highly-measurable and a competitor is always just a Google search away.
Here are some tips that you can use to ensure that your contact center BPO agency remains effective and profitable:
Keep costs low by reducing incoming calls: Of course, you want to offer the lowest price possible for your clients. However, this is next to impossible when you are forced to continuously foot the bill for heavy toll free calling costs.
Instead, implement a multichannel customer service strategy that will allow your agents to reach out to customers over a variety of channels like email, SMS and live chat over a single platform. By making these channels available to customers, you can reduce incoming calls and significantly slash costs.
Increase agent productivity: Your clients want to see that the agents they are paying are interacting with as many customers as possible on a daily basis. Yet right now, your agents are being held back by having to spend the majority of their time on calls. Think of how many more customers your agents can interact with when chatting with two or more customers at a time over a variety of channels. This is how you add value for your clients.
Avoid compliance violations at all costs: A compliance violation is a death knell for any BPO, as this reflects back on the client you are representing. So make sure that the platform you are using is equipped to handle all of your industry’s critical compliance protocols—from the Telephone Consumer Protection Act of 1991 (TCPA) to the Payment Card Industry Data Security Standards (PCI DSS).
Bright Pattern is a cloud contact center and BPO solutions provider that can help streamline all of these points for you. To learn more about how Bright Pattern can help steer your BPO agency to success, click here!