Outsourcing is often linked heavily with cost reduction and in this stiff competitive marketplace the need for cost reduction is as strong as ever. However, the current challenges for organizations are well ahead of cost reduction as organizations focus on profitable revenue growth time to time.
There is a revelation that customer retention and growing the average revenue per client poses as yardsticks to evaluate the performance of organizations, not to forget to mention that cost reduction is a part of major areas of expenditure. So the main job of a BPO company is to better reflect these critical aspects of organizations and not just be used as a platform for obtaining cost savings, which otherwise are hard to achieve solely.
BPO Models : Driving Sustainable Business Values
In particular, the aim of customer contact centers should be to maintain its prowess to deliver improved efficiency to organizations but to blend this with much greater customer impact. The *customer impact* involves superior service delivery in order for meeting the needs of customers as well as helping organizations to retain cross-sell and up-sell to existing customers.
There is no denying the fact that majority of organizations usually concentrate on enhancing their customer offerings and increasing revenue along with cost reduction, but when BPO companies come to the picture, organizations seem to shift their thinking process to cost reduction.
BPO Services In India : An Emerging Trend
Accordingly call centers need to focus on service excellence and building customer relationship while maintaining its ability to do these things more economically than would otherwise be possible. In fact, you can't expect transformation in direction for BPO. It is noteworthy to mention that BPO is always linked with high process excellence and low cost process, high process excellence and utmost customer satisfaction, and complete customer satisfaction and sales efficiency.