For far too many American business leaders, the term “outsourcing” conjures up images of bargain-basement back office factories churning out mediocre results. David Highbloom, an entrepreneur and expert in corporate strategy, marketing, and operations, explains that the truth is much more nuanced: when undertaken correctly, outsourcing can in fact be a source not only of cost savings but also of substantial increases in operational quality and adaptability.
High quality business process outsourcing (“BPO”) providers bring much more to the table than just cheap, generic services. While customer service, back office operations, and IT management are not core activities for most companies, these services are very much BPO operators’ bread and butter.
Specialization Equals Quality
Specialization creates tremendous benefits in quality. Focused providers can customize recruiting and training processes to very specific niche functions as a result of their scale, boosting employee retention, morale, and service quality.
Specialist firms have an easier time attracting high quality talent, who prefer to be part of their employer’s core competency rather than an afterthought. Centralized providers can also afford to invest in the highest quality tools relevant to their activities, from customized CRM software deployments to high quality global telephony infrastructure.
Finally, specialist firms can afford to develop cutting edge technology that pushes the envelope of possibility within the services those firms offer. This is particularly relevant today, as many service niches must navigate a transition from entirely human-driven processes to a future that will likely involve much more basic work being done by AI software.
Today’s chatbots are an early example of this trend, but are likely to look quite archaic in comparison to the automated services that will appear over the coming decade. Very few non-specialist companies can afford to devote resources to this kind of cutting edge technology in order to enhance the quality of functions that are far from the company’s core – a fact that will give BPO providers an ever greater lead in service quality as time moves forward.
Adaptability Wins Opportunities
Second among specialized BPO providers’ core advantages is adaptability. Delivering true 24×7 service availability with 99.9% uptime, low latency, and a consistent level of service quality is not a trivial undertaking.
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