The 4 Critical Considerations for Making Customer Service Business Process Outsourcing Decisions

Customer service and support leaders faced with the need to reduce cost, address resource gaps or introduce more agility into their service delivery often consider business process outsourcing (BPO) as a solution. The process of deciding what activities to outsource and selecting a CS BPO vendor can be confusing and overwhelming, leading to the risk of misaligned priorities or a vendor that can’t deliver on business and CX requirements. In this complimentary webinar, we explore four must-have considerations for developing your request for proposal (RFP) and identifying the right vendor, enabling you to better achieve the needed results from the partnership.

• Understand the regional impacts that deter a strong, capable provider from delivering best-in-class outcomes

• Learn how to partner with the BPO provider in using CX enhancing opportunities 

• Explore a decision framework to assess the potential CX and effort required to outsource

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