Why Choosing the Right BPO Matters
Companies, regardless of size, are increasingly embracing the benefits of outsourcing. Why should they take on more when outsourcing firms can easily handle customer support and lighten their workload? A key factor driving this decision is, unsurprisingly, budget. Many BPOs offer competitive rates, and the promise of cost savings can be highly appealing to business owners.
But is this fool’s gold? When looking to onboard a business process outsourcing partner, is cheaper really better?
To determine if a low-cost BPO provider is right for you, it’s important to do your due diligence. After all, you need to know if corners might be cut to offer such low rates.? Are you compromising on quality, security, or customer experience? A cheaper option may come with hidden risks—untrained agents, outdated technology, lack of robust infrastructure, or insufficient compliance with industry standards—that could cost you more in the long run.
To help you make the right decision, we’ve prepared a comprehensive list of questions designed to help you evaluate the BPO proposal. From assessing the quality of their service to understanding their ability to help you scale, this list will ensure you’re making a well-informed choice for your business and your customers.
Employee Experience
Question: Are your agents employees or contractors?
Why It Matters: Employees are more invested in long-term success, while contractors might not deliver the same consistency.
Employee Retention
Question: What is your all-in attrition rate (voluntary and involuntary)?
Why It Matters: High attrition rates lead to inconsistent performance and additional training costs.
Business Continuity
Question: What was your downtime due to the weather in the last six months?
Why It Matters: Reliable operations during disruptions ensure your customers are always supported. How they respond to this question will show how they can handle unexpected challenges.
Security & Technology
Question: What certifications do you hold (e.g., SOC 2, PCI)? Do you provide your agents with computers? If not, how do you secure their personal computers?
Why It Matters: Certifications demonstrate a commitment to maintaining the highest security standards.
Technical Support
Question: Do you have a 24/7 helpdesk for agents with technical issues?
Why It Matters: Technical downtime directly affects your customer service quality.
Training
Question: Will you completely own training, or will you require support from us?
Why It Matters: A great BPO should be able to handle training independently, saving your team time while ensuring agents are well-prepared.
Account Management
Question: Will I have a dedicated Account Manager?
Why It Matters: A dedicated Account Manager ensures you have a single point of contact to oversee performance, resolve issues, and drive collaboration.
Quality Assurance
Question: How many QA audits do you conduct per agent per week?
Why It Matters: Frequent QA audits ensure agents meet expectations and improve over time.
Financial Stability
Question: What is your ownership structure, and what are your debt service coverage and current ratios?
Why It Matters: Strong financial stability indicates the BPO can consistently meet obligations without risking disruptions to your service.
Reporting
Question: What reporting do you provide, and how often? Can you share examples?
Why It Matters: Transparent reporting lets you track performance and measure ROI effectively.
Costs & Transparency
Question: If QA, training, reporting, and WFM aren’t included, what are the cost estimates?
Why It Matters: Unexpected costs can quickly make a “cheap” BPO much more expensive.
For a full checklist of essential questions to ask before selecting a BPO, download it here.
Make the Best Decision for your Company
Choosing a BPO to take care of your customers should not be determined by price alone. Other key factors such as track record, attrition rate, security protocols, and account management, among others, should also be taken into consideration. In the end, skimping out on quality to save extra money in the short term could prove to be very risky for your business. In fact, it can lead to a ruined brand reputation, or worse even bankruptcy.
We’re always happy to share what we know and help those who need it. We’ve attached a downloadable sheet full of questions that you can ask a potential outsourcing partner so you can make the best decision for you and your company. Download it here.
If you would like to learn more about how Peak Support takes care of its clients and their customers, or if you would like to inquire about the array of services we offer, then get in touch with us today. We’d love to tell you about what sets us apart and why we could be the best choice for your company.
