Bye, bye BPO?
Could Simplr’s unique combination of automation + human labor be better than a Business Process Outsourcer? We think so.
Let’s evaluate the pros and cons of a Business Process Outsourcer.
Decreased costs and access to cutting-edge technology are just two benefits associated with BPOs. But it’s important to weigh these benefits with downsides of outsourcing, too.
Downside #1: Inflexible staffing
With fixed labor models, traditional Business Process Outsourcers are afflicted by the never-ending cycle of “forecast, commit, recruit, train, ramp, attrition.” As a result, scalability, quality, and cost efficiency suffer. In a best case scenario, a BPO operates at 70% utilization, but you still pay for the 30% that’s underutilized.
Downside #2: Loss of quality
The agents in call centers are not as directly accessible (or held as accountable) as traditional in-house employees. This makes it more difficult to maintain a high level of quality assurance. Brands should never have to choose between low-cost vs. high-quality CX.
Downside #3: Deflected and neglected customers
BPOs are designed to be a cost center versus revenue-generator. Thanks to this outdated mindset, BPOs try to keep costs down by instructing agents to deflect and neglect customers. CX interactions that could be an opportunity to cultivate a five-star fan can quickly become a customer service fail.
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Please note that every organization is unique.
Our next step is to analyze your particular company and show exactly what can expect from Simplr.