Your team focuses on important—and urgent—business challenges and products. But what about the business challenges that aren’t getting attention? Many businesses aren’t growing as quickly as they can because of process inefficiencies, poor communication systems, lack of employee training, or not having the technology or tools they need. But with your team focused on more urgent goals, how can you find time to focus on foundational layers like processes or onboarding? That’s where Business Process Outsourcing (BPO) can help. A BPO outsourcing partner comes alongside your team to provide process analysis, employee training, technological support, and more. BPO partners are a great way to free up your team for essential internal work while making your company and team more efficient, supported, and primed for growth. Keep reading to learn more about business process outsourcing, what to look for in a BPO service provider, and how to choose your first BPO team.
What is Business Process Outsourcing (BPO)?BPO, or Business Process Outsourcing, refers to using a third-party vendor, team, or agency to outsource some of your business processes. BPO applies to various business processes and services, including IT services, customer service, marketing, back-office, financial BPO, accounting services, human resources, knowledge process outsourcing (sometimes called KPO), and legal processes. Business process outsourcing companies are experts in the above functions and bring that expertise to your organization. They help give your business a competitive advantage in a cost-effective way – while you can focus on developing your products or services.
What are the types of BPO Companies?There are three types of BPO partners: onshore BPO, offshore BPO, and nearshore BPO.
- Local or onshore outsourcing companies operate in the same country as your business. For a Canadian company, an onshore BPO partner would also be located in Canada.
- Nearshore outsourcing companies are located, as the name suggests, in a nearby country, perhaps one that shares a language or some similar cultural aspects. For a Canadian company, a nearshore BPO might be located in the US or Mexico.
- Offshore BPO companies are located in another country, commonly India or the Philippines.
What is a BPO Call Center?Outsourcing customer service, marketing, and call center activities are some of the most common reasons to use a BPO partner. A BPO call center can handle many customer service and marketing tasks, from outbound surveys or sales marketing to inbound sales or customer support, technical product support, customer service, and even omnichannel customer support.
How to Choose a BPO PartnerChoosing a BPO partner isn’t as easy as just picking the first BPO center you come across or asking another company which BPO partner they use. Choosing a BPO partner is an intentional decision you must make with your company’s goals, needs, and current processes in mind. You’re looking for the perfect fit.
Know What You Need from BPOBefore looking for a BPO vendor, conduct an internal audit of your processes and needs and determine what you’re looking for. Develop a scorecard based on your top priorities, needs, and goals. Then, when you look at potential vendors, you can create a shortlist of your top choices based on your scorecard.
- Aim for a results-oriented partner. Check the potential partner’s website for results and case studies, or ask for customer reviews and testimonials.
- Look for an established, reliable partner. A BPO center that has references and has had successful results in outsourced service with other companies in your industry is more likely to offer successful results for you as well.
- Ensure your BPO partner is communicative and professional. Even if you’re working across time zones, outsourcing business processes requires excellent communication every step of the way. The initial research process is a great way to see what their team’s communication skills are like and if they fit your team’s communication style.