Hosted by Rob Dwyer, Next in Queue features customer experience, contact center, customer support, customer success, training, leadership, and technology experts and practitioners from around the globe. From CEOs to the frontlines, every episode is packed with lessons and insights.
In this episode, inspired by the Beatles’ classic “Help!”, Tom Luther, Director of CX Advisory & Partnerships at Outsource Consultants, joins Rob to discuss how growing companies can benefit from outsourcing. Topics include new customer experience technologies, the financial impacts of outsourcing, and future trends in the BPO industry.
Video Shortcuts
- 00:00 – Introduction & Beatles’ “Help!” Analogy
- 02:06 – New Customer Experience Technologies
- 14:42 – Affording New Technology Adoption
- 19:17 – Outsourcing’s Impact on P&L, HR, and CX
- 23:56 – Debunking Offshoring Myths
- 28:35 – Nearshore/Offshore Outsourcing Best Practices
- 33:17 – Future Trends in BPOs
Exploring the Insights
New Customer Experience Technologies
AI Noise Cancellation eliminates background noise, enhancing communication clarity and improving customer interactions. Automated Post-Interaction Notes reduce handle time and increase agent productivity by automating call summaries. Automated Quality Assurance provides comprehensive performance assessments, reducing bias and operational costs, ultimately leading to more accurate evaluations of agent performance.
Affording New Technology Adoption
Strategies for Convincing Leadership involve presenting the ROI and long-term benefits of tech investments to CFOs and CEOs. Budget Creation through Outsourcing uses savings from outsourcing to fund new technology. By demonstrating potential cost savings and efficiency gains, leaders are more likely to support technology adoption.
Outsourcing’s Impact on P&L, HR, and CX
Financial Benefits include significant cost savings from outsourcing, which can be reinvested in other areas. Operational Efficiency improves resource allocation and streamlines processes, allowing companies to focus on core activities. Enhanced Employee and Customer Satisfaction results from better management of HR and CX metrics, leading to a more motivated workforce and happier customers.
Debunking Offshoring Myths
Clarifying Misconceptions shows that outsourcing doesn’t always mean offshoring; domestic options are available. Advantages of Domestic Outsourcing include quality and control benefits of keeping operations onshore. Domestic outsourcing can also alleviate concerns related to language barriers and cultural differences, ensuring smoother interactions with customers.
Best Practices for Nearshore/Offshore Outsourcing
Partner Selection Tips provide criteria for choosing the right nearshore/offshore partners, ensuring alignment with company goals and values. Effective Management outlines key considerations for managing outsourced operations, such as maintaining clear communication and setting performance expectations. Success Metrics highlight the metrics to monitor for successful outsourcing partnerships, including cost savings, quality improvements, and customer satisfaction.
Future Trends in BPOs
Tom and Rob discuss innovations in the BPO industry and their implications. Technologies such as AI and machine learning are set to revolutionize how BPOs operate, leading to increased efficiency and improved customer experiences. The strategic shifts in the industry indicate a move towards more integrated and technology-driven outsourcing solutions, making BPOs essential partners for business growth.
How to Take Action
To implement these strategies, start by identifying areas where technology can enhance your CX, evaluate the potential savings from outsourcing, and select partners who align with your goals. Ensure you communicate the ROI and benefits to leadership effectively. Embrace the emerging trends in the BPO industry to stay ahead of the competition.
- Visit Outsource Consultants for More CX Strategy Content
- Connect with Tom on LinkedIn
- Connect with Rob on LinkedIn
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