Cost-obsessed BPOs are overlooking their greatest potential---the VALUE they can bring to enterprise clients! 🤯
In BPO Bullhorn this week, Sadiq Mohammed from USMAART discusses the missed opportunities in the BPO industry from the perspective of the enterprise buy side.
With almost three decades of experience on both sides of the partnership and now a world-renowned consultant, Sadiq has some unmissable insights on:
💔 Flawed practices in BPO
⚠ Risks worth diving headfirst into
🔎 Overlooked potential in the industry
🤝 New client expectations for BPO partnerships
Q: Speaking from the buy-side perspective, what common BPO/CX industry practice do enterprises think is fundamentally flawed, and how would you change it?
A: Some BPOs focus on price and being the cheapest as opposed to focusing on the value that they are creating. A lot of BPOs need to focus on an outcome-based model, which is linked to reducing the number of interactions per ticket, increasing first-time resolution, improving broken processes, and adding real insights for clients.
Q: What risk is the BPO/CX industry avoiding that you think is worth taking, and why?
A: Some stakeholders in the BPO/CX world are avoiding the implementation of AI for fear that it will take over from human agents and reduce their FTE count. However, I do not believe this will be the case. AI needs to be embraced by BPOs to put their clients' operations ahead of competitors and use it alongside human agents. By embracing this, they can free up time for human agents to deal with more complex issues and add immense value to their clients' operations by offering exceptional service to customers with complex issues.
Q: What underrated or overlooked aspect of BPO do you think holds immense potential? Why has it been overlooked?
A: Outsourcing to a BPO provides clients the opportunity to gain high-level insights into their customers’ experiences and the journey they go on. While the obvious benefits of using a BPO are often highlighted, such as cost savings, the value of the insights they can provide is often overlooked. Clients can gain insights into product issues, popular products, customers’ experiences of delivery companies, etc. This gives them the opportunity to fix these issues or implement more stock for popular products, for example. I think this has been overlooked because its value has not necessarily been provided as standard practice by every BPO.
Q: What do you expect enterprise buyers will start looking for in their BPO partnerships if AI and technology become more attractive than traditional labor arbitrage?
A: Enterprise buyers are going to seek BPO partners who can enhance customer resolutions and redefine process paths to align with evolving business interactions. They will prioritize BPOs that integrate AI and other technologies to improve service quality, offer data-driven insights, and drive continuous innovation. The ability to adapt and align with the enterprise's strategic objectives will be key in this new landscape and should be how BPOs move with the times as the landscape develops.
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Follow Saidq on LinkedIn here for more valuable insights, and visit the USMAART website here to learn more about his consulting services.
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