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 Thanks to this outdated mindset, BPOs try to keep costs down by instructing agents to deflect and neglect customers.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.
Find out if your brand should ditch its BPO for good.
