Choosing Among BPO Companies
Selecting a Business Process Outsourcing provider can be a daunting task. There seem to be thousands from which to choose, and by nature, tend to be located far away. The following are some good tips to follow when beginning your selection process.
Where to Begin:
There seemingly infinite resources available on the web promising to deliver accurate representations of BPO companies and rankings. Nasscom, the Indian version of the US Chamber of Commerce, is a very reliable source when it comes to rating the top outsourcing companies in India. B-P-O.org and The Nearshore Journal are also reliable sources for up to date BPO industry news and information.
What to Look for:
Management
The management team in charge of your selected BPO company will be essential to your campaign’s success. It is generally advisable to choose a company whose management team is familiar with your target market, as well as your own location, if they differ.
Years in Business
When interviewing prospective providers, be sure to ask them how long they have been in business. There are new call centers popping up constantly in countries like India and the Philippines. If the company to whom you are speaking has been in business for over two years, there is a good chance that they have perfected their operations, and will be in business for a long time to come.
Location
Consider location as it relates to cultural and language issues when selecting a BPO service. For instance, call center agents in the Philippines are taught American English, while representatives in India learn British English while in school. If you are targeting a Spanish speaking market, check to see if the company has locations in Latin American countries such as Costa Rica.
Price
The price of service will depend on the nature of your outsourcing project. Don’t fall into the trap of judging quality by price, but understand that sometimes it can cost more to get quality service.
Interaction
Finally, determine your desired level of interaction with your call center agents or BPO company. Choose a provider who will reliably be available at your pre-determined intervals.