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How to find the best contact centre solution for your outsourced contact centre / BPO

As a business process outsourcing (BPO) leader, you know that more and more businesses are turning to outsourcing as part of their growth strategy.

In fact, the global business process outsourcing market, valued at $232.32 billion in 2020, is expected to grow by 8.5% until at least 2028.

BPOs provide client companies with valuable services at reasonable cost, because they use specialisation to create economies of scale. Nowhere is that more true than in the contact centre space.

Unlike client businesses, BPOs can focus entirely on providing great contact centre services, because that is their core business. But to do so, they have to employ systems and processes that allow them to scale, flex and support clients effectively without increasing costs too much.

Here are some of the challenges your BPO contact centre may be facing and how to solve them.

You want to offer your clients the best possible service, but your contact centre software doesn’t flex as you need it to.

As a BPO contact centre, you need to flex with your clients’ needs. Maybe you’re onboarding new clients quickly. Maybe some of your clients have seasonal peaks and troughs in their trade.

A BPO contact centre has to be able to flex up and down easily to meet these changing requirements, or risk providing a substandard service or piling on costs.

With a solution like MaxContact, you can add or remove licences instantly. What’s more, as a secure cloud-based service you can hire the best talent wherever they are in the UK or around the world. By contrast, on-premise solutions tie you to a location. At a time when talent is hard to find, that can be a considerable drawback for an outsourced contact centre.

You want to win new business but your contact centre provider doesn’t support you on tenders or react quickly enough to new instructions.

Winning new clients depends on being fast and nimble. You want to be ahead of the competition. You also want to provide a comprehensive review of the benefits of your service and solution.

Not every contact centre solution provider supports clients on tenders, but MaxContact does. We’ll advise on RFPs and help you hit tight deadlines. We react quickly so you can seize every opportunity. If you need a new campaign setting up in a week, we’re happy to oblige.

Your team is growing and you’re struggling to train staff quickly enough.

BPOs often have to hire large numbers of staff quickly to fulfil contracts. Those staff then need to be trained to a high standard. That’s a continual challenge for outsourced contact centres.

MaxContact is designed for ease of use. It’s an intuitive system that allows agents to seamlessly move through the steps needed to fulfil customer requests logically and simply. It also provides team leaders with the option to provide regular and detailed feedback for continuous improvement purposes. MaxContact also provides free training that quickly gets your teams up to speed.

5 tips for finding the best contact centre solution for your outsourced contact centre

If you’re looking for a contact centre solution for your BPO, always take the following into account:

  • Security and compliance

All contact centres have to be secure and compliant. BPO contact centres, often dealing with several clients or campaigns at once, even more so. At the very least, you need tools to ensure that you’re GDPR and Ofcom compliant, the latest security certifications and – if you take payments – a secure payments manager. Make sure cloud based systems are housed in secure, compliant data centres.

  • Ease of implementation

You can’t be left without a contact centre solution while you implement a new system. Make sure your chosen software is easy to install, maintain and upgrade, and that your provider will support you at every step. Cloud-based solutions mean the hardware and infrastructure is housed elsewhere, so they’re the quickest and easiest to install and update.

  • Ease of use

The easier the software is to operate, the more likely it is that your teams will make full use of all its tools and features and the quicker they’re productive. It also makes it straightforward for agents to swap between clients and campaigns. Ask for a free trial – MaxContact offers one – and ask your team how they get on.

  • Scalable and flexible

A BPO’s needs can change quickly, and then change again soon afterwards. Your solution must be able to scale up and down easily, to meet the demands of your clients. BPOs with inflexible solutions risk losing clients if they can’t scale quickly enough.

  • Service and communication

A BPO contact centre depends heavily on a nimble software solution and the service that supports it. Ask potential providers how easy it is to raise support tickets, and how long do they typically take to be resolved. Get to know your providers before you make a decision. Are they contact centre experts or just resellers? Do they answer queries quickly and comprehensively?

As a BPO, you rely on your contact centre solution to help you provide a professional and cost-effective service to multiple clients. At MaxContact, we get it. We’re contact centre experts with wide experience of helping BPOs meet challenges and seize opportunities. We offer a powerful, customer engagement platform that adapts to your clients’ needs, and a partnership model of service that makes our team an extension of your own.

For more information about how MaxContact could help your BPO, click here or get in touch.

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18 Nov 2022

How do contact centres develop a winning CX?

Industry expert Natalie Calvert helps ambitious leaders powerfully engage customers and employees in a way that impacts the bottom line. Her clients have included organisations of all sizes, including some of the world’s largest brands: O2, Royal Mail, Audi, LEGO, M&S and BT. She is also a board advisor and judge for the Lloyds Bank...