The BPO market went through a consolidation a little over a decade ago where many of the big Tier 1 players were buying small-to-midsized players to expand their global presence. At the time, companies that outsourced viewed it as a good thing. But things are changing: Small-to-midsized BPOs are starting to emerge again.

When this market consolidation took place, the customer service experience was different and social media wasn’t a factor. The name of the game then was to get warm bodies in seats to answer the phones. The customer experience was always secondary. Customer service was viewed as a cost center that every company needed and nothing more. In addition, it was attractive for companies to place their thousands of seats of work with one provider with multiple locations, easing the burden of management and oversight.

In some situations, consolidation may be good but what we saw was a lack of innovation, creativity, flexibility, customization, and personal touch.  The customer got lost in this shuffle. Larger BPOs have more rigid processes, lack certain levels of full customization, and middle managers are the more common touchpoints for clients. When customer experience wasn’t at a premium, this model worked well for many companies.

---

Don’t waste another minute during a site visit. Get The Essential Contact Center Site Visit Guide and make your next visit 100% productive.

---

Selecting a BPO has once again become an important process. The right BPO for your strategic needs may make or break your outsourcing relationship. Finding the small market players may be more difficult since they don’t have the marketing presence that the large players do.  It may require more research and discovery in the beginning. In the end, however, the customer and company win a better consumer experience and improved branding in the marketplace.

Remember: when you’re looking to add a BPO to your portfolio, one size truly does not fit all.

---

About Transparent BPO:

Transparent BPO was founded in 2009 to provide its clients with superior omnichannel nearshore call center services and business process outsourcing at competitive pricing. Belize is Transparent’s ideal call center location as it offers an educated English-speaking population, reliable telecommunications, and an overall friendly environment. With Spanish being the second language of Belize, Transparent BPO can offer highly qualified bi-lingual agents. Transparent’s state-of-the-art call center system development and IT support allow for seamless integration, resulting in a transparent business relationship.

Contact Transparent BPO for more information HERE.