5 Strategies for Successfully Managing a BPO in Your Contact Center

3 min.



Written by:

Cláudia Valente

As a contact center manager, you know that efficiently managing business process outsourcing (BPO) is essential to the success of your operation.

Contact centers play a crucial role in interacting with customers and building your brand’s reputation. Here are five strategies for successfully managing a BPO to improve efficiency, customer service, and employee satisfaction.

1. Create Strategic Partnerships

One of the keys to success in managing a BPO for your contact center is establishing a strong strategic partnership with your BPO partner. The relationship with your partner should be based on trust and open communication. Both sides should have a clear understanding of goals, objectives, and expectations.

It is also important to involve the BPO partner from the beginning, especially in developing strategies and defining performance metrics. This close collaboration ensures outsourced processes are tailored to the specific needs of your contact center, resulting in a more efficient and effective operation.

2. Invest in Advanced Technology

Technology plays a fundamental role in any contact center. According to a survey from LiveVox, virtual agents and chatbots are used by 68% of BPOs to improve customer service and reduce operational costs. With this in mind, make sure your BPO partner has access to the best tools and contact center management systems, such as CRMs, outbound campaign management, IVR, chatbots, and omnichannel tools.

Implementing advanced technology not only enhances operational efficiency but enables repetitive tasks to be automated, allowing agents to focus on more complex and high-value interactions.

3. Train and Engage Agents

Continuous training is essential for maintaining quality customer service in an outsourced contact center. Verify that your BPO partner has a robust training and development program that includes initial training and regular updates on features and knowledge. This ensures agents can keep up with changing customer needs and business strategies.

According to a study by 8×8, 53% of CX leaders believe their main challenge is recruiting and retaining talent. For this reason, it’s important to invest in agent development because it directly contributes to customer satisfaction and talent retention. Establishing performance incentives and ensuring appropriate workflows keeps your agents satisfied and productive.

4. Monitor Performance Metrics

Setting up clear performance metrics and implementing effective monitoring systems allows you to evaluate the performance of your BPO partner and take corrective actions when necessary.

You should monitor key metrics such as average handling time, first contact resolution rate, and customer satisfaction. You can also use customer feedback to identify areas of improvement and adjust your strategies as needed. All of these will help ensure high-quality customer service.

5. Flexibility and Scalability

Contact centers often deal with changes in demand, so it’s important to adapt quickly. Make sure your BPO partner is flexible and can scale their services to meet your changing business needs. This might include adding or reducing agents, rapidly implementing new communications channels such as online chat, or integrating with social media platforms. Flexibility and scalability ensure your BPO can efficiently respond to customer requests, regardless of seasonal fluctuations or unexpected events.

The success of a BPO in contact centers starts with creating strong strategic partnerships, investing in advanced technology, training agents, monitoring performance, and flexibility. By implementing these strategies, you can provide high-quality customer service while ensuring the long-term success of your contact center.

GoContact is here to help your business succeed by providing the technology solutions and support you need to optimize your operations. Contact us to learn how we can help boost your contact center and achieve your goals.