BPO: Higher Quality, Competitive Costs

摘要

The quality revolution that is underway in organizations: focusing on customer retention by delivering excellent service rather than costlier acquisition is making its way through to business process outsourcing. Firms are now selecting suppliers on their abilities to deliver high customer satisfaction plus cross-sell/upsell revenues, instead of just on price alone.rnWhile the downturn has dampened volumes more organizations are interested in BPO because these vendors can provide the higher quality being sought at lower costs than in-house operations.rn"Price stopped being the 500-pound gorilla in the room in talks between outsourcers and clients," reports Peter Ryan, contact center outsourcing and services analyst, Datamoni-tor. "Companies want to make sure that they will come back to use them. If people have a bad customer service experience whether in-house or outsourced they are likely to churn."