5 Qualities of a Great Customer Service BPO

Having the right partner for the labor-intensive customer service is critical to ensure long-term growth and success for your company. It will help address pain points such as surge in inquiries in vast platforms (e.g. calls, chat, emails, social media), data security, operational strategies and customer satisfaction. That is why, an outsourcing partner will be a big part of your business, and this means looking for a BPO partner must be carefully undertaken as if your long-term future success hinges on it.

As a business owner, you know that building trust and support among your customers is important in making your business thrive, even amid business adversities and crises. But business operations can sometimes make it difficult to focus on enhancing your customer service mechanisms, processes, and tools. As you explore outsourcing customer service processes, here are a couple of things that you should look for and keep in mind:

A+ Recruitment Process

There are a lot of BPO companies offering customer service, but the right partner must have access to world-class talent and ensure that they build a great team of customer service and tech support experts that have great communication skills and are trained according to the special needs of the client. This means that the BPO prioritizes the synergy of people and skill sets, which lead to efficient processes and topnotch service. Also, the right partner not only has access to a world-class talent pool but they also ensure they can build a great customer service team for your company in just 30-45 days alongside training your team with customer service platform proficiencies like Zendesk, Freshdesk, Medallia among others.

Information Security

In the digital age, information is power. This also applies to finding a great customer service BPO partner. A great customer service BPO has an established information security system that makes sure your data and your customers’ data are kept secure, avoiding any type of breach and other security concerns. They should be ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliant.

Future-thinking in providing end-to-end solutions

It’s important for BPO partners to have the agility to adapt to your company’s evolving needs, and this involves constantly strategizing and scaling their services and end-to-end solutions. This helps you elevate customer experience by focusing on service excellence, smart processes, and a fresh perspective. A future-thinking BPO partner also prioritizes creativity, and valuing your partnership as an essential tool for designing and productizing services.

Established strategic analysis

Finally, a good healthcare BPO partner is adept at analyzing your company’s strengths and weaknesses, your loopholes and areas for improvement. This is because it’s the BPO partner’s job to be experienced with the advanced automating tools and the techniques of strategic analysis and help your company reach greater heights. Knowing the gaps in your services and products lets you gain a more accurate perspective on how you can further fortify your business and support your customers.

Net Promoter Score of 71

Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. Organizations can use NPS to assess which customer service BPO is best to partner with because this score shows loyalty trends and growth revenue outputs. In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy, and this results in customer loyalty and retention, making a high NPS a critical trait a customer service BPO company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience.

These five factors demonstrate that when looking for a BPO partner, you must focus not just on the services, but also on the shared vision. Does your potential BPO partner share your views and beliefs when it comes to providing customer service and nurturing relationships with your customers? Now that you’re aware of these, you might already have a mental checklist of things that you must look for. Once you start looking for a BPO partner, make sure to keep these qualities in mind.

When you’re expanding your business, team up with a solutions partner that makes your process, their process. The right outsourcing partner ensure:

Operational excellence
Having a great CX team
High customer satisfaction rate
Operational cost savings of up to 70%
Information and data security
Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing CX team:

Social Media Managers
Online Community Managers
Customer Care Representatives (Omni-channel)
Chat / Email Support Representatives
Technical Support Representatives
Market Research Analysts
Others

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.