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Topics: Outsourcing

The decision to outsource is never a small one, and there are plenty of considerations business owners must account for before they give the go-ahead. Whether you’re considering outsourcing customer service, customer sales and acquisition, accounts receivable management, BPO services, or all of the above, you must understand the true value of outsourcing before you decide on your partner.

Improve Your Business with Expertise

If you’re considering outsourcing, you’re likely aware there’s something lacking in your business. Maybe you need to improve a business process, or perhaps you need to revise your current customer communication strategy because it’s just not working.

Even with that knowledge in hand, it’s often difficult to know where to start. That’s where an experienced provider can help. With decades of experience in hand, your partner provider should have the expertise to guide your business toward your goals. Knowledgeable consultants can offer expert advice to create strategic plans proven to get better results.

Pick a partner that has a unique and unmatched consulting process for best results.

Scale with Ease

One of the most nerve-wracking things about partnering with a provider is ensuring you’ll get the flexibility and scalability you need from your services. As your business grows, you’ll need to scale up services; can your partner keep pace? Your needs might evolve and even change as your organization grows.

Look for a provider that can grow with you. An experienced firm will have the staff, locations, and infrastructure to keep pace with your growing business every step of the way.

Get the Latest Technology

Another advantage of outsourcing is gaining access to the latest technology. Infrastructure can be an expensive investment for any firm, and if you’re experiencing rapid growth, you may not be able to keep pace with your needs. The last thing you want to do is keep using outdated technology that can’t deliver for your customers.

Your provider should give you access to top-of-the-line call center technologies, at no additional cost to you. You should also know that your provider is vetting these technologies and adopting only the very best.

Protect Your Brand

Some people worry outsourcing will dilute their brands, especially when it comes to delivering customer service. After all, a third party might not care about your customers the same way you do.

Your partner should build you up, not drag you down. A truly committed provider will get to know your brand and your company culture, and work not only to preserve it, but to promote it with each and every customer interaction. In fact, this should be one of your provider’s highest priorities.

Profit from Continuous Improvement

Experimenting can be costly—but it can also pay huge dividends for those willing to take a bit of a risk. Outsourcing can help you mitigate those risks while still reaping the rewards.

A provider that believes in continuous improvement and innovation will pursue new strategies and stay on top of the latest trends. Your provider should always be working to drive better results, enhance the customer experience, improve customer retention, and minimize costs. The results? You get to profit from the continuous push forward.

Cover the Full Customer Lifecycle

Some outsourcing companies offer only one or two types of service. That strategy can cause problems for a firm, because it doesn’t account for the entire customer lifecycle, from acquisition to customer retention.

Instead of outsourcing across multiple companies, look for a provider that can offer more. Some companies offer five core services, addressing concerns across the consumer lifecycle. Your provider should also be able to customize your service package in order to create a unique solution that truly addresses all of your needs.


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Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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