Outsourcing in the Era of Customer Centricity

Businesses who are putting more weight on customer-centricity are now investing in modifying their processes, services, and operations.

While the pursuit is essential in boosting brand loyalty and business performance, it hasn’t all been easy. 

After all, you need advanced technologies, streamlined methods, and other resources to implement customer centricity well — all while coping with the daily business work demands.

To help them achieve customer centricity, these enterprises have considered outsourcing, but not without doubts about how external service providers can do that.

Outsourcing companies, though, have a deep understanding of customer-centeredness that trickles down to the offered third-party services.

That said, If you’re one of those businesses wondering what outsourcing looks like in an era of customer centricity, then read on to find out.

1. Consumer satisfaction as a core value

BPOs that are customer-centric make consumer satisfaction a core value and business philosophy

These BPOs put a premium on providing excellent customer experience and employ systems that best suit and meet your customers’ needs.

Because of that, outsourcing firms invest in innovation, top talents, and other resources to enhance customers’ access to services and technical assistance.

With this customer-focused philosophy, BPOs can better handle consumer support issues, engage with leads and buyers, and deliver efficient solutions.

2. Omnichannel capabilities

If you have omnichannel schemes, BPOs can support you by using and centralizing appropriate technologies, tasks, channels, and strategies, among others.

Outsourcing agencies, for example, integrate live chat, emails, social media, SMS, phone calls, and other communication mediums to ensure that messaging is consistent and continuous.

BPOs save and record information from these systems so the agents know precisely the details of your customers’ transactions at all times.

BPOs with omnichannel capabilities also use methods that make customer support and shopping experiences more convenient and seamless.

3. Investing in cybersecurity

Knowing how rampant cyber crimes have become, outsourcing companies are keen on protecting customers’ sensitive information.

BPOs invest in robust encryption technologies, as well as install and update mechanisms like firewalls, anti-virus and anti-malware software programs.

Outsourcing firms even enforce strict security protocols and diligently follow data privacy regulations like the Health Insurance Portability and Accountability Act (HIPAA).

BPO representatives also undergo intensive training where they learn to detect phishing techniques and avoid clicking malicious links or downloading questionable files.

Customer-centric BPOs make sure they follow extra preventive measures, so they don’t compromise the confidentiality of your consumers’ information.

4. Leveraging customer data

Outsourcing companies are now, more than ever, more inclined towards leveraging customer data to improve service delivery.

BPOs gather and analyze data about your shoppers’ buying behaviors, product preferences, and interests through their purchases and brand interactions.

From these data, outsourcing firms can form compelling sales and marketing strategies.

For instance, BPOs can determine the best ads to display at which time, write content addressing your customers’ pain points, recommend products similar to previous purchases, and more.

By leveraging customer data, BPOs can increase the likelihood of your consumers responding to your sales offers.

Partnering for customer centricity

If you’re struggling with establishing customer centricity for your business, we’ll be most pleased to assist you.

Our call center has advanced, relevant systems and technologies, top talents with extensive industry and technical knowledge, and other resources to elevate your customer experience.

Reach out to us anytime, and we can discuss our partnership in your pursuit of customer centricity.