At our recent Briefing, “The Future of Call Center Partnerships,” CX leaders and strategic partners came together to discuss how maturing call center outsourcing models are reshaping the way organizations think about delivery models, commercial structures, and cultural alignment.  

The conversations underscored that adaptability, collaboration, and secure data sharing are now foundational to innovation, whether integrating artificial intelligence (AI) into frontline workflows or optimizing global delivery networks. 

The discussions revealed a clear trajectory: the shift toward outcome-based partnerships, expansion into emerging talent markets, and smarter integration of technology that amplifies, not replaces, human capability. The briefing provided a candid look at the strategies and operational realities shaping the next era of call center partnership.  

For executive leaders, these insights are not just best practices; they’re a roadmap for building more resilient, value-driven partnerships in a complex and fast-moving market. 

Let’s dive in. 

Data Access as a Prerequisite for Innovation 

Data emerged as the bedrock of effective call center partnerships. Without secure, timely access to operational data, even the most advanced tools can fail to deliver impact. 

Participants shared cases where structured data sharing with trusted partners enabled AI-powered solutions, such as agent assist systems, that cut handle times and improved first-contact resolution. Yet the true enabler was not the technology itself, but the integration made possible by shared visibility into customer interactions. 

“There is limited capability that us as a partner can provide without… access to data… we need you to trust us with your data… if we can resolve that challenge… we are in a position to drive a lot more value than what we’re driving now,” explained Steve Gush, Senior Vice President, Digital Services  at Foundever, underscoring data’s central role in innovation. 

“From a brand perspective, there’s this desire for us to be more innovative, to bring more technology, to bring more capability, and then from a partner perspective, it’s like we need you to trust us with your data,” said Doug Hoffschwelle, General Manager & Senior Vice President, Hypergrowth CX at ibex. “If we can resolve that challenge, I think we are in a position to drive a lot more value than what we’re driving now.” 

To strike the right balance, leaders emphasized governance frameworks that protect sensitive information while enabling the real-time analytics, predictive modeling, and optimization necessary for modern service delivery. This balance sets the stage for the next challenge: leveraging automation effectively alongside human talent. 

Balancing Automation with Workforce Strategy  

While automation promises efficiency, leaders were unequivocal: people remain central to service excellence. The most effective programs use automation to elevate, not replace, human expertise.  

“We launched AI in March, and we’ve got 1,200 different scenarios… those insights are then informing the copilot… what kind of real-time guidance can you give to the agents? How can you summarize things… optimizing knowledge bases… those are really practical things we’re doing,” described Jason Rosser, Executive Vice President, Solutions & Operations Strategy at IntouchCX. 

One example described AI knowledge systems that freed agents from repetitive tasks, allowing them to focus on complex issues, a shift that boosted both customer outcomes and employee engagement. These gains depended on intentional workforce strategies, including targeted training, clear career pathing, and retention programs. 

In discussing recruitment innovation, Jarrod Johnson, Chief Customer Officer at TaskUs shared, “We ended up deploying AI technology at the front of the recruitment cycle to basically make the onboarding of a viable candidate much easier. We cut the cost to hire by 50 percent in eight out of 12 markets that we’re in around the world.”

“The tools that exist today allow us to really optimize that insights-to-action loop… to elevate that to a place where we’ll be able to partner on automation upstream in the future,” added Rosser, looking ahead to broader AI applications. 

The takeaway was direct: automation and workforce strategy must advance in lockstep. Without a skilled and engaged human layer, technology alone cannot sustain customer trust or loyalty. This interplay also informs the way organizations now measure outsourcing value. 

The Shift Toward Outcome-Based Models 

The move from input-based pricing to outcome-driven models was a recurring theme. Success-based billing and performance-based contracts are aligning vendor incentives with critical business goals, from higher CSAT scores to improved resolution rates and even revenue generation.  

“It’s about being open, about being flexible, to be willing to look at things very differently,” explained Jim Mitchell, Vice President of CX & DX Innovation at TELUS Digital, stressing the importance of mindset in achieving outcomes.

Adopting these models demands rigorous clarity on metrics, definitions, and governance processes. Done well, they enhance collaboration and accountability. Done poorly, they risk misalignment and eroded trust.  

“Trust is so important to me. Are we trusted insights experts for your brand, or do we deeply understand your business, your customer, and your brand? Because if we’re not that, I don’t know how you can trust us and consider us for digital transformation,” added Hoffschwelle. 

These commercial shifts are happening alongside another transformation: the diversification of global delivery. 

Global Delivery Diversification 

“The primary driver we saw initially was the business continuity and diversification of footprint for the English language… that has significantly shifted. Egypt, as a multilingual hub, has a relatively near-term trend that large brands are taking advantage of for cost efficiency and scale,” explained Johnson. 

Emerging markets like Vietnam, Egypt, and Pakistan are gaining traction for their talent depth, cost efficiency, and scalability. Yet leaders cautioned that cost savings alone are not enough to justify market entry. 

Cultural compatibility, language capabilities, infrastructure reliability, and workforce maturity remain decisive factors. This more selective approach reflects a broader shift toward building delivery ecosystems that are both cost-competitive and strategically resilient. 

Demonstrating Measurable Impact 

The day’s discussions underscored the importance of proving value through quantifiable results. Examples included: 

• A 10 percent reduction in contact volume via automation and process redesign. 

• A 20 percent CSAT improvement through targeted training and tech enablement. 

• Faster ramp-up times for new hires with AI-assisted onboarding. 

These successes reinforced the point: measurable performance improvements require precise alignment of strategy, technology, and execution. That alignment often depends on cultural cohesion across organizations.  

Cultural Integration as a Performance Lever 

Cultural misalignment can undermine even technically sound outsourcing programs. One case highlighted operational KPIs being met while customer sentiment declined due to mismatched interaction styles. The solution was targeted cultural training and feedback loops, which improved customer perceptions without major process overhauls. 

This example illustrated that cultural integration, in communication, problem-solving, and service delivery, is not a soft consideration. It is a direct driver of performance and customer loyalty.  

“The way that we live our core values… is the backbone of everything that we do… that culture has been our secret sauce to trying to drive industry best-in-class attrition… low attrition drives operational performance,” added Johnson, connecting culture to performance metrics. 

The same principle applies when scaling programs. 

Scaling Through Collaboration and Adaptability 

As call center partnerships mature, flexibility becomes a competitive advantage. Leaders observed that the most scalable programs are built on joint scenario planning, transparent knowledge-sharing, and a willingness to recalibrate as conditions shift. 

Poor scale planning, whether in tech capacity, workforce supply, or governance, can quickly erode program value. By contrast, proactive adaptation strengthens both operational resilience and partner relationships, paving the way for outsourcing’s evolving role. 

Redefining the Strategic Role of Call Center Partnerships 

Throughout the briefing, a clear shift in mindset emerged: outsourcing is increasingly seen not as a cost-reduction tool but as a strategic platform for innovation, customer engagement, and operational resilience. 

This repositioning changes how leaders select partners, measure performance, and oversee programs at the executive level. Organizations treating outsourcing as a co-creation environment, rather than a transactional service, are better positioned to respond to market shifts and technological advances. 

Conclusion 

The  “The Future of Call Center Partnerships” Briefing confirmed that the industry is in a period of strategic redefinition. Data governance, technology integration, human capital investment, outcome-based models, and cultural alignment are now interdependent levers for success.  

For executives, it’s clear: structure outsourcing relationships as dynamic, trust-based partnerships capable of delivering measurable results today while adapting to the challenges of tomorrow. “I think the big buzzword for our industry over the next few years is really going to be orchestration… the ecosystem of your nearshore, offshore, and AI shore,” added Gush. 

Thank You to Our Host and Partners  

A special thank you to American Airlines for allowing us to host this Execs In The Know event at their headquarters in Fort Worth, Texas, and our business partners, Foundever, ibex, IntouchCX, TaskUs, and TELUS Digital, who joined us as panelists for “The Future of Call Center Partnerships Briefing.” Your thought leadership, perspectives, real-world examples, and candid insights enriched the conversation and helped shape the actionable takeaways shared here. Your commitment to advancing our industry made this discussion both valuable and impactful. 

Stay tuned for details on our next Call Center Partnership Briefing, where CX leaders gather to share insights, spark ideas, and shape the future of outsourcing together. 

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Because when your brand’s frontline is often an outsourced agent…

When your contact center is the place customers turn to in moments of friction…

And when loyalty is earned or lost in a single interaction…

You realize that outsourcing is customer experience (CX). And how you manage it is a direct reflection of your brand. It’s time to reframe outsourcing as more than a procurement line item. Here’s why.

1. It’s the frontline of your brand

Outsourced agents are often the first, and sometimes only, human interaction a customer has with your brand. That moment of truth can’t feel disconnected, transactional, or low-effort. Because no customer blames your BPO, they blame you.

Why it matters: You’re outsourcing trust, not just tasks. Every interaction either builds or breaks customer loyalty.

2. Cost vs. quality isn’t a tradeoff anymore

The old model assumed you had to choose between low cost and high quality. That equation has changed. Modern outsourcing partners use automation, real-time coaching, and advanced training to deliver better outcomes without bloating your budget.

Why it matters: With the right partner, you can lower costs and raise your CSAT scores. You don’t have to compromise anymore.

3. Agent experience = customer experience

You can’t deliver standout customer experiences with disengaged frontline teams. BPOs with high turnover, inflexible scripts, and limited coaching will torpedo your CX. But those that prioritize culture, career development, and empowerment become a true extension of your brand.

Why it matters: Burned-out or unsupported agents create burned-out customers. CX leaders must ensure their outsourced teams are treated like brand ambassadors because they are.

4. CX strategy and outsourcing decisions must align

You can’t promise personalization, empathy, and effortless support if your BPO still measures success by handling time alone. If your strategy is focused on customer lifetime value, your partner’s metrics should reflect that.

Why it matters: If your BPO isn’t evolving alongside your CX strategy, it’s holding you back. And if you’re not involved in those decisions, your brand may be heading in a different direction than you think.

5. Customer loyalty depends on consistency

Customers don’t care who picks up the phone; they care how they’re treated. If the experience varies wildly between in-house teams and outsourced agents, it chips away at trust.

Why it matters: Loyalty is built in moments of truth. Consistency across channels and partners is non-negotiable.

Your Outsourcing Strategy for Customer Experience

Outsourcing is no longer just about managing volume. It’s about managing outcomes. It’s about creating a seamless, human-centered customer journey, regardless of who’s delivering it.

When done well, outsourcing is a force multiplier. When done poorly, it’s a silent CX killer. That’s why customer experience leaders must have a seat at the table. Outsourcing isn’t just operational; it’s emotional. It affects how your customers feel, how your agents perform, and how your brand is remembered.

Continue the Conversation with Your CX Peers

Join us in Dallas–Fort Worth on August 7, 2025, for The Future of Outsourcing: Evolving Models for Cost, Quality, and Customer Loyalty. It’s your chance to connect with fellow CX leaders, share challenges, and gain fresh perspectives on the partnerships and strategies shaping what’s next.

Learn more and confirm your seat today.

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Our CX Vendor Directory is not just a list—it’s a dynamic platform where you can explore detailed company profiles, discover innovative services, and make meaningful connections. What sets this directory apart is the “Execs In The Know Community Partner” designation, highlighting vendors who have collaborated with us throughout the year. This badge of honor adds an extra layer of trust and credibility, reassuring you that these partners are committed to excellence.

Get Access to the Best CX Solutions

Navigating the directory is a breeze. With intuitive top-level navigation and service category filters, you can quickly zero in on vendors specializing in areas such as AI, Gamification, Outsourcing, and Workforce Management. Each category features industry leaders dedicated to enhancing customer experiences, ensuring you have access to the best solutions available.

Our goal with the CX Vendor Directory is to create a valuable resource for business partners and CX professionals alike. It’s designed to enhance visibility for vetted vendors while providing a seamless user experience within a private, ad-free community. This directory is publicly accessible, offering a unique opportunity for vendors to connect with over 1,000 professionals in the CX industry.

Expand Your Professional Network

For CX leaders looking to expand their professional network, the Know It All (KIA) online community is the place to be. This free platform is dedicated to sharing insights, collaborating on best practices, and staying updated on industry trends. It’s a space for professionals to exchange knowledge and support each other in navigating the evolving CX landscape. Learn more about the community and how to join here.

We’re excited about the possibilities the CX Vendor Directory offers and can’t wait for you to explore it. Dive in, discover, and connect with the best in the industry—your journey to exceptional customer experience starts here!

If you have any questions about listings or need assistance, please contact Scott, our Vice President of Partner Advocacy, at Scott@execsintheknow.com. He is always ready to help you navigate the directory and connect with the right partners for your needs.

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The research is a must-read, not only for CX leaders looking to understand the position of their peers but also for BPOs looking to better match their offering to the needs and expectations of buyers of their products and services.

Outsourcing isn’t just a cost-cutting measure—it’s a game-changer in CX. As global dynamics shift and customer demands intensify, outsourcing’s strategic importance has never been greater. Are you ready to embrace the future of outsourcing and transform your organization?

Let’s explore the key outsourcing insights and what they mean for your organization.

Cost Reduction: A Core Driver

Imagine a bustling boardroom where outsourcing decisions that shape the future are being made. The discussion often circles back to a powerful incentive: cost reduction. For many CX leaders, this isn’t merely a budgeting exercise but a strategic maneuver to keep their organizations competitive and agile in a fast-paced market.

Outsourcing offers a lifeline to companies aiming to streamline operations and reallocate resources more efficiently. By outsourcing non-core activities, organizations can focus on their strengths, innovate, and adapt to market changes without the burden of excessive overheads. It’s a critical lever that not only impacts the bottom line but also drives strategic growth and operational excellence.

Our report’s outsourcing insights found that 33% of CX leaders identify cost reduction as the primary goal of outsourcing. This sentiment is echoed by 30% of those considering outsourcing, underscoring its significance in strategic decision-making (Pages 14 and 17). The statistics reflect a broader trend where businesses are increasingly looking to outsourcing as a means to enhance financial health, maintain competitiveness, and foster a resilient business model.

In essence, cost reduction through outsourcing isn’t just about cutting expenses—it’s about transforming the organization into a leaner, more dynamic entity capable of seizing new opportunities and navigating challenges with greater agility.

Guarding Brand Equity: A Top Concern

Preserving brand integrity in outsourcing can feel like walking a tightrope. CX leaders are acutely aware that their brand’s reputation hinges on every customer interaction. This concern is paramount for 65% of leaders (Page 28), who worry about how well their partners represent the brand’s values and culture.

The stakes are high. Every outsourced interaction is a reflection of the brand itself, and any misalignment can erode customer trust and loyalty. Today, consumers have countless options, and a single negative experience can lead to significant brand damage.

So, how can we ensure outsourcing partners are more than just service providers but true brand ambassadors who embody a brand’s ethos in every interaction?

Here are just a few ways:

1. Rigorous Partner Selection: Look for partners with a proven track record of aligning with their clients’ brand values. This involves not just their operational capabilities but also their cultural fit and commitment to brand integrity.

2. Comprehensive Training Programs: Invest in training that goes beyond the basics. Outsourcing partners should receive in-depth education about the brand’s history, values, and customer expectations. This training should be ongoing, not a one-time event.

3. Continuous Monitoring and Feedback: Establish robust mechanisms for monitoring and providing feedback. Regular audits, customer satisfaction surveys, and real-time performance dashboards can help ensure that partners consistently meet brand standards.

4. Integrated Communication Channels: Maintain open and seamless communication channels between in-house teams and outsourcing partners. This integration ensures that partners are always updated on the latest brand strategies, promotions, and customer insights.

5. Shared Goals and Incentives: Align the goals and incentives of outsourcing partners with those of the brand. When partners share in the brand’s successes and are rewarded for upholding its values, they are more likely to act as genuine brand ambassadors.

6. Brand Immersion Experiences: Periodically, bring outsourcing team members in-house for immersive brand experiences. This could include visits to company headquarters, interactions with key brand leaders, and participation in brand events. These experiences help partners internalize the brand’s ethos.

By implementing these strategies, companies can transform their outsourcing partners into extensions of their own brand, ensuring that every customer interaction reflects the company’s core values and strengthens its reputation.

Willingness to Invest in Better Service

Now, let’s shift to a different boardroom scenario where leaders are not just looking at cost savings but at value creation and strategic investment.

According to our outsourcing insights, 60% of executives are willing to allocate more of their budget to access superior services and cutting-edge technologies (Page 32). This willingness marks a significant shift in how outsourcing is perceived—from a mere cost-saving measure to a crucial element of competitive advantage.

Investing in better service isn’t just about spending more; it’s about making smarter decisions that align with long-term business goals. Companies are recognizing that superior services and advanced technologies can drive innovation, improve customer satisfaction, and ultimately, enhance the overall customer experience. This strategic approach fosters a culture of continuous improvement and positions organizations to adapt swiftly to market changes and customer demands.

Moreover, this investment mindset is transforming the role of outsourcing partners. They are no longer viewed as external vendors but as strategic allies who contribute to the company’s success. By leveraging the expertise and capabilities of these partners, companies can focus on their core competencies while ensuring that their operational needs are met with the highest standards of excellence.

Flexibility, Quality, and Expertise

Consider a scenario where a global retail giant needs to scale up its customer support dramatically during the holiday season. Flexibility becomes the magic word. How can BPOs and organizations build models as agile and responsive as the markets they serve?

For 37% of leaders, the ability to adjust staffing levels swiftly and efficiently is a key reason to partner with BPOs (Page 7). This dynamic capability is not just about managing workloads but responding to ever-changing market demands. The emphasis on quality over cost underscores a profound shift in priorities. For 73% of CX leaders, agent performance and quality are non-negotiable when selecting a BPO partner (Page 23).

Preparing for Change

The future is not static; it’s a canvas of evolving strategies and shifting dynamics. Approximately half of the survey respondents are bracing for changes in their outsourcing arrangements within the next year, with 25-30% anticipating significant shifts (Page 13).

Adaptability is the key to survival and success in this dynamic business environment. As these changes loom, the critical question is: How can organizations and their BPO partners stay aligned and agile, ready to pivot and adapt to new challenges and opportunities? You can read and download the full report here.

To delve deeper into outsourcing insights like these, join us on August 6, 2024, for an exclusive CX Leaders Executive Outsourcing Briefing. This is your opportunity to connect with fellow industry leaders, share insights, and equip your organization with the knowledge to thrive in this dynamic environment.

Gain invaluable insights into the increasing role of BPOs, the latest industry challenges, and emerging innovations such as AI. Discover how successful organizations are not just outsourcing but also forming strategic partnerships that drive long-term value and customer satisfaction.

Don’t miss out on the chance to shape the future of your outsourcing strategy— learn more and reserve your spot today.

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Here are just a few of those findings.

Strategic Objectives: According to survey respondents, the top objectives for outsourcing include reducing costs (30%), meeting staffing requirements (25%), and reducing risk while building redundancies (19%). These objectives underscore the importance of cost-efficiency and operational flexibility in an uncertain economic climate.

Work-from-Home Challenges: The shift to work-from-home has been a significant adaptation, with 48% of respondents expressing concerns about connectivity and internet issues. Agent engagement and supervision (45%) and data security (43%) have also emerged as key challenges in this new working paradigm.

Pricing Dynamics: Thirty-three percent of respondents have reported being asked for price increases by their BPO partners in the past year. This indicates the importance of maintaining a transparent and fair pricing structure and negotiation process.

Cultural Alignment: One of the most vital considerations for survey respondents when selecting a new BPO partner is “cultural alignment.” Building a strong cultural fit with BPO providers ensures that values and ethics are in harmony, essential for seamless collaboration and outstanding customer experiences.

The CX outsourcing industry is constantly evolving, with new destinations, practices, and competition. What remains constant is the need to build strong relationships with providers and prioritize the customer experience. The insights from our recent research reinforce the idea that BPO outsourcing is not merely a cost-saving strategy but a critical tool for adapting to change and building customer loyalty.

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As we head into 2023, the business process outsourcing (BPO) sector continues to evolve and grow as a service channel, with many new brands now fully embracing outsourcing partners—both onshore, nearshore, and offshore. According to Forbes, global spending on outsourcing is predicted to reach $731 billion in 2023. This figure shows just how much potential there is for brands that choose to outsource various aspects of their operations.

In this article, we’ll discuss the trends and strategies that we’re currently seeing in the industry that could shape the outsourcing sector in the year ahead. Many of these trends and insights reflect the changes the pandemic brought to the outsourcing market over the last couple of years.

Let’s get started.

Making Your Customer the Priority, Then Working Backward

Many customer experience (CX) leaders are focusing on thinking about how they can meet the customer where they want to be met. However, they are doing it in a way that is good for both the customer and the business, with customer obsession and loyalty at the top of their mind.

What does the customer journey look like for you? What is the desired future state and how are you going to get there? Which technologies and tools will help your teams get more efficient and provide that ease of use for the customer without spending more?

Now more than ever, organizations are faced with cost concerns. Exceptional customer service is an investment, and brands that care truly respect it. When your BPO can deliver an exceptional customer experience, it’s a dollar well invested. The goal isn’t to just hit a number on a scorecard. The goal is to have a better overall customer experience.

Collaboration and Partnership

When it comes to selecting a forward-thinking outsourcing partner, it’s tempting to focus on quick wins and sharp pains rather than long-term goals. Anyone who is getting started with an outsourcer knows it’s now table stakes.

We’ve been hearing from plenty of CX leaders that they see their BPOs as partners who are adding value to their business through collaboration, alignment, and working together on continuous improvement to rebuild the journey for the customer. It’s not only manpower or costs — it’s also about gaining access to new skills.

The questions they are asking their partners are: What level of partnership are you bringing? What additional capabilities and insights are you coming to the table with? For many brands, their BPOs are the frontline. They’re the ones talking directly with the customers, so it is paramount to be closely aligned and engaged.

Part of that engaged partnership is bringing more than capacity, global footprint, labor arbitrage, and pricing. They also want to see their BPO relationships creating value, which only comes when both parties are aligned on the strategies, goals, and committed to outcomes. Transparency in the partnership is also invaluable. You don’t have to give away your “secrets,” but you can work together for the good of the brand and the customer.

Many CX leaders are shifting from seeing their BPOs as simply providers and producers who answer phones to being strategic partners. A few CX leaders we’ve spoken with believe having multiple outsourcing partners has contributed to their success and have seen considerable benefits to adding a champion-challenger model into the mix to allow for multiple sites, geographies, and providers. Champion-challenger outsourcing has the possibility to generate dramatic improvements in customer satisfaction, as well as significant reductions in operating costs.

Of course, companies need to think through the outcomes they’re seeking before putting any new models in place. Are you seeking a better-equipped, well-trained agent with unique capabilities or reduce costs by reducing handle time and increasing first-call resolution? What is the goal? Additionally, another aspect of that engaged partnership is being supportive with the proper tools and training to elevate the relationship and what they can bring to the table.

All these things considered, an aligned and engaged partnership is underscored by access to proper tools and training to elevate the relationship. It’s about journey mapping and equipping workforces with the skill sets to think about how they can constantly have a culture of innovation and solid collaboration for an engaged partnership.

Technology and Infrastructure

As leaders, we are constantly looking at how to achieve more, for less, and automation is opening the door to more key opportunities.

It starts with answering a few basic but complex questions. What is the business problem you’re looking to solve? What’s the technology you’re looking to implement? Which solutions are you seeing delivering the most cost savings? What tech delivers the most employee and customer impact? How can you use technology to re-orchestrate or re-engineer your operating environment?

While outsourcing partners have improved the offerings that they have, there is still a big opportunity for outsourcing partners to help their clients understand how a particular technology can be integrated into the client’s tech stack or how it benefits the customer and maximizes an agent’s potential.

Many brands are working with less while trying to figure out how to root out processes that are getting in the way and identifying blockers in their tools. Moreover, they’re looking to identify core issues in things like recruiting, training, and profiles to make sure they have the right people handling the right types of contacts to support their customers.

An Easy, Efficient, and Agile Tech Stack

Technology and artificial intelligence (AI) enabled innovation can play a huge role in outsourcing. CX leaders are looking at redesigning their technology ecosystem to unleash some financial dollars that can be reinvested back into their businesses.

They’ve also brought up the fact that we shouldn’t underestimate the role that friction and onerous processes play in actual agent experiences.

The goal? To create a tech stack that makes it easy, efficient, and agile to look at improvements across processes. As the work of the frontline agent becomes increasingly more complex, investments in technology continue to be a top priority within organizations.

In a recent study, Deloitte found that around 90% of companies see cloud computing as a vital aspect of outsourcing.

• Attended AI for agents frees up their capacity to work on empathy with the customer. Technology has the power to match customers to the right agent that can empathize with a customer’s particular situation.
• Using bots for recruiting and self-paced training makes life easier and more streamlined for agents. Having a better-trained, empowered, and happy agent on the other end of the line makes for a happy customer.
• There’s a tech solution for everything. Work with your partners to properly journey map business problems and reverse engineer them to understand what you’re trying to solve. Then, look at how you can test and learn to build up proof points.
• Technology can unleash money, which can then be reinvested into your company, customers, your employees, and your operating environment.

Geography: Outsourcing Location, Location, Location

Location is extremely important. The pandemic really changed a lot of thinking in terms of geo strategies, including where to operate and how to operate. Right now, many brands are going the non-traditional route and looking at their overall operating environment.

Traditional thinking was about the lowest cost market and running with the highest utilization and occupancy. Today, brands are seeking out new BPO outsourcing markets as they diversify and expand into regions that offer highly skilled talent in unsaturated markets.

Some businesses have felt that they’ve been overly dependent on certain traditional outsourcing destinations, such as the Philippines and India, which some believe have become over-concentrated. What we’ve seen over the years and more recently is new emerging markets popping up, including further expansion into South America, Colombia, the Caribbean, and sub-Saharan Africa.

• Nearshore and offshore growth will continue due to rising costs in the U.S. and brands looking for access to talent, diversity, and cost reduction.
• Companies interested in seamlessly matching customer demand with talented BPO resources will bring on a diverse combination of geographic locations.
• In 2023, brands will continue searching for emerging markets.

Retention: Improving the Agent Experience in the Virtual Workplace 

During 2020, there were plenty of brands that rushed to get into the virtual workplace, and what we’ve been hearing from CX leaders is that they haven’t made much progress in two and a half years when it comes to investing more in employee engagement and delivering a great agent experience.

That’s why in 2023 companies could be putting a very direct focus on improving the agent experience in the virtual workplace.

How does this feed into the retention element? If you work with a BPO, what role do you play in the retention of their associates by ensuring you are giving them all the tools and technology they need to feel successful and connected? Is it time to reimagine how you engage with your partners and your workforce management process?

In the grand scheme of things, businesses are beginning to re-examine processes that create churn for both associates and customers as well as change how they are doing their hiring. Even prior to the pandemic and workers going remote, brands were heavily investing in digital, building automated processes, and recruiting via social and video.

However, businesses can’t expect people to do four or five weeks of classroom-led training via Zoom and be able to retain all that knowledge, go live in production, and do a fantastic job. There are so many things brands are doing differently when somebody’s working from home than when they are on the call center floor.

• Across industries, brands have reported that virtual work from home has not improved agent retention. In some locations, it has contributed to making attrition worse.
• The media, the processes, the content, and the coaching are being completely re-engineered. A lot of it has to do with putting more autonomy and trust into the hands of the agent to change the dynamic of how teams work.
• What we’re seeing across the board, no matter what country agents are working in, is that the workforce is finding their voice for insisting on a higher quality of life. That could mean more money, benefits, recognition, or something as simple as two days off in a row.
• Well-being is the biggest fundamental piece brands must look at after mental health. Since the pandemic, there’s been a 150% increase in attrition and mental health-related issues. Psychological safety should be looked at as a measure of employee satisfaction as much as it is for engagement.
• Meet your people where they are and provide what they need to be successful. Then, they can be better prepared to deliver exceptional experiences on the other side on behalf of the brand.

A Looming Recession

CX leaders are taking new precautions during this time to ensure that their companies can survive, and thrive, despite the onset of recessionary conditions.

While many companies are seeing slowing demand, which has led to downsizing and layoffs, others are experiencing increased volume and the need to bring on more frontline agents. For them, an outsourcing strategy has put them in a better position to handle the demands placed on their business by a recession.

To keep flexibility and agility while growing their team and optimizing costs, many companies are turning to outsourcing. A large majority of functions in a company can be outsourced, from sales, platform management, customer support, software development, or compliance services — from the simplest tasks to the most complex ones.

• Outsourcing can give companies the leverage to reduce costs and improve efficiencies.
• Brands could be more sophisticated in how they’re spending money to ensure that they’re still maintaining the customer experience.
• Leaders may want to start thinking about how they can leverage their partners to do more, be more efficient, and use their technology to help reduce contacts so that they actually need fewer agents to handle issues that are coming in.

Outsourcing: In Summary

When starting or scaling a company, it’s easy to get pulled away from your core competencies and service offerings that make you unique or disruptive. By outsourcing, there are opportunities to deliver a quality experience to customers without needing to divert internal resources.

In 2023 and beyond, CX leaders are focused on adding value to their business by partnering with and collaborating more closely with their BPOs, leveraging technology and AI-enabled innovation, seeking out new unsaturated markets as they diversify and expand into new regions with highly skilled talent, improving the agent experience in the virtual workplace, and learning how to achieve more for less.

By staying updated with these latest outsourcing trends and developments, you can get deeper insights into managing your resources and staying in the game in the year ahead.

The CX Outsourcing Insights: An Exploration of Current Conditions and Future Changes report provides a snapshot of the industry from the perspective of program leaders. Explore current practitioner thinking on Outsourcer program structure, performance challenges and opportunities, and future changes.

This study was commissioned to better understand the existing Outsourcer landscape and share key insights about its future.

Our hope is that program leaders and outsourcer partners alike will use this report to deepen their knowledge. More importantly, we believe the community will benefit from our recommendations on how to respond to these challenges. With this knowledge, and by working together, we can deliver better customer experiences — our common goal.

The post How the Latest Outsourcing Trends and Strategies Are Reshaping the Industry  appeared first on Execs In The Know.

In today’s tight labor market, creating a contact center where people love to work is a major competitive advantage. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. 

When it comes to outsourcing your contact center, culture matters just as much as it does in your head office—not only to your employees, but also to your customers. So how can you ensure that your contact center provider has what it takes to foster a winning culture? Based on our experience planning, launching, and operating contact centers around the globe, here are five key indicators that your outsourcer is equipped to deliver a remarkable employee experience. 

5 Signs of a Winning Employee Experience That Will Drive Better CX Results 

1. Managers are leaned-in and invested 

In a recent survey of American workers, 81% of respondents said they want to quit because of their manager. Additionally, Managers account for at least 70% of the variance in employee engagement scores, and engagement is strongly linked to productivity. Given the powerful influence that managers exert—for better or worse—over workplace culture and engagement, it’s important that contact centers invest in upfront managerial training and development before agents hit the floor. 

Here’s our guidance for what a great provider will be doing: 

• Talent needs talent: Hires leaders with deep experience coaching and developing teams, and invest in training for leadership to help grow and support your frontline workers. 
• Wave 0: Has supervisors, managers, and site directors take customer calls before agents are onboarded, and ensure leadership is familiar with common call drivers and can better support agent challenges. (They’ll also understand these challenges more personally, too, which will help them relate to agents). 
• Brand immersion: Ensures leaders immerse themselves in the client brand’s goals and challenges. 
• Grows leadership from the ground up: Trains and promotes leaders from within to create tomorrow’s contact center leaders. This way, leaders will be better equipped to meet the needs of frontline employees – they’ve been there themselves. 
• Automate: Automate low-level administrative tasks to free-up leaders to focus on their teams, rather than paper work.  

On top of creating empathetic and supportive leaders, this approach ensures that managers live and breathe the brand values, improving engagement and performance in the process. 

2. The contact center is an extension of the client brand 

A successful contact center provider immerses agents in the brand from day one through physical and digital spaces that express your brand story, voice, values, and messaging. By delivering an on-brand employee experience, a strong provider ensures that all customer-facing employees are equipped to deliver the service, support, and CX that sets your company apart. 

Here’s our guidance for what a great provider will be doing: 

• They understand your brand voice, and build it into training: Make sure your outsourcer is equipped with training and onboarding materials that include more than product information, but the brand voice, tone, verbiage, and the general feeling you want them to exude.  
• They build work environments that reflect client brand standards and values: No matter how far your contact center is from your headquarters, ensure your BPO makes it feel like an extension of your own offices and agents feel connected to your brand. Be on the same page with your outsourcer about the look and feel of the contact center and ensure that you physically visit the center on a regular basis, so agents know their stakeholders as familiar faces. 
• They have similar core values: When choosing a BPO to handle your CX, make sure you’re on the same page about core values, rewards & recognition, perks, and the fundamentals of how employees are treated.  
• They’re strategic about hiring when it comes to the agents handling your CX: They think beyond performance, and think about what traits most align with your brand’s values. Make sure your outsourcer understands and prioritizes these as they staff your brand’s contact center – a good fit can make all the difference in the culture of the workplace, and how your contact center operates as a team. 
• They make agents feel like part of your brand: Just because your customer experience agents are outsourced, it doesn’t mean they aren’t a critical part of your brand. After all, they are largely responsible for your customers’ brand experience when they contact you. Make sure your provider has branded swag, rewards, and other branded items to give to agents, just as you would your internal employees to make them feel like part of the team.  

3. Development and promotion is part of the employee experience 

One way that contact center providers strengthen company culture is by investing in agents’ career success and development from the start. It’s not just about equipping agents with the knowledge, skills, and confidence for day-one performance (although that is a critical piece of the culture puzzle). It’s also about making their development a priority all throughout their employee experience. According to a 2022 report by 15Five, nearly 50% of U.S. workers say learning and development for career growth is one of the most important factors in staying with a company. 76% admit to having a stronger work ethic when their employer demonstrates a commitment to their growth. 

Here’s our guidance for what a great provider will be doing: 

• They make sure that the avenues of development reflect your brand values: Do they use a modern, digital-first training platform to facilitate ongoing learning and development? Do they use training simulators or gamification to create an immersive brand experiences within the contact center? – Bonus: 90% of employees are more productive with gamification, with 72% of them reporting it inspiring them to work harder and 95% enjoying it. AND, significantly, 70% of Forbes Global 2000 companies will implement gamification strategies to boost engagement, retention, and revenues. Keep this in mind as you select your BPO. 
• They favor flexibility in their team structure: Work with your outsourcer to understand how the team structure works, and how it can change based on the individuals making up the whole team. Can roles and responsibilities change based on individuals’ strengths, weaknesses, and interests? Is there room for growth into new areas? These opportunities can make or break team morale and engagement. 
• They invest in their agents: This means they’re dedicating time and resources to professional development opportunities – which makes agents feel valued, and helps prepare the next generation of contact center leadership. Don’t overlook how important these opportunities can be: 70% of employees would be somewhat likely to leave their current job to work for an organization known for investing in employee development and learning, and 76% of millennials believe professional development opportunities are one of the most important aspects of company culture. 
• They keep agents engaged and excited at work: While there are many ways to go about improving employee engagement, here, you should ask your provider about how they plan to keep agents excited and engaged in roles they are passionate about. A great provider will create opportunities for employees to learn new skills and work in different parts of the contact center, depending on their personal interests and skill sets. 
• They understand who agents are outside of work: A great provider will show they care about the whole person, not just a way to fill a seat. This means prioritizing agent growth in personal ways, too, such as lessons on managing finances, honing communication skills, or even getting involved in the communities your team lives and works in. 
• They promote from within: And display clear career progression examples to show how to get to the next level. Agents are more likely to be motivated when there’s a clear goal they can work toward. 

4. Agents are appreciated and rewarded 

Remember, your CX program’s success depends completely on the frontline of workers staffing your contact center. A little appreciation can go a long way. The proof is in the stats: according to Harvard Business Review, feeling undervalued at work was one of the top reasons front-line workers cited for resigning. Additionally, according to Glassdoor’s Employee Appreciation Survey, 53% of people said feeling more appreciation from their boss would help them stay longer at their company and over 40% of employed Americans feel that if they were recognized more often, they would put more energy into their work. What it comes down to is that employees want you to recognize their value.  

Here’s our guidance for what a great provider will be doing: 

• They are conscious in creating a positive work environment: When the culture of the contact center is lacking, or worse, is negative, there’s also the trickle-down impact on culture, morale, and productivity. Choose a BPO who understands this, and is intentional about even the small things that add up: does your provider offer perks in your contact center, such as free coffee or snacks? Are there social events? Are they providing flexibility to your agents to work remotely or in a hybrid model?  
• They prioritize your agent experience over productivity: On average, 74% of call center agents are at risk for burnout and, of those, 30% are at severe risk. Ask your provider about how they break up some of the time that your agents are bogged down in the trenches, and what resources and events they have for agents, such as wellness and social events, CSR events, and mental health assistance. 
• They recognize even the smallest of wins: Ensure your BPO is highlighting the performance and progress of each individual and team win. Use chat channels to call out agents who are leading the game, or to highlight overall contact center successes. Also make time for celebrations, including birthdays, work anniversaries, holidays, etc. to boost team morale. 
• They provide competitive benefits and pay. Today, the hiring market is extremely tight. Staffing your contact center is not easy — especially if you require any specialized skills or niche industry expertise. Choose an outsourcer that incentivizes and shows value to your agents by providing a competitive benefits package.  

5. Inclusion is taken seriously 

In the contact center, fostering a sense of belonging requires leaders to walk the walk. Contact center managers need to lead by example, provide equitable opportunities for people to do and be their best at work, and address systemic obstacles they may be facing. If your BPO isn’t making DE&I a priority, it could affect your brand loyalty: research from Deloitte shows 57% of consumers are more loyal to brands that take action to address social inequities. 

Here’s our guidance for what a great provider will be doing: 

• They have a diverse leadership team: When it comes to DE&I in the contact center leading by example is critical. By ensuring that there is a diverse group of leaders in place, you get a more diverse set of ideas, viewpoints, and experiences trickling down into your contact center and overall CX delivery.  
• They prioritize inclusion from the start: Integrate pillars of diversity, equity, inclusion, and accessibility into the content of agent training, ensuring that all employees get the same value from their training and are equipped to handle challenges from different types of customers from around the globe.  
• They provide ongoing opportunities to learn: DE&I training isn’t a one-and-done kind of thing. They keep the conversation and learning going by offering continuous opportunities to build knowledge and awareness of how to be a good co-worker and ally to people of racialized and/or marginalized identities and people with disabilities. 
• They understand equity vs. equality: Building equity is important because it aims to address structural inequalities by leveling the playing field and ensuring each employee has the support and resources they need to succeed and have a positive employee experience. 
• Find a BPO that aligns with your diversity initiatives: Choose a partner that is on the same page about incorporating the DE&I strategies we’ve mentioned above their operations. Ask your outsourcer what else they are doing to prioritize a truly equitable and diverse employee experience in the contact center, and how it translates to both agents working there, and the customers they service. 

Succeeding in these five areas is critical to building a positive culture in the contact center and delivering the best possible employee experience, which will, in turn, help you deliver better CX. But there’s lots more to consider when choosing the right BPO partner for your needs. Interested in learning more? Let’s talk. 

Guest blog post written by ibex. To learn more about this topic and others, visit the events page to check out all of our upcoming events.

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Some things never go out of style, like The Beatles, evenings by the fireplace and homemade apple pie.

Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed. In that case, it’s probably time for a little contact center modernization.

A good contact center makes an impact for three important stakeholders:

1) Your customers
2) Your agents
3) And your business

Contact center modernization can make your solution better for them all. Customer care has made huge advances over the last several years. Texting is now a common communication track for businesses, and AI and chatbots continue to forge new ground.

Amid all this change, customer expectations have responded. Today’s customers demand the flexibility to communicate in their preferred channel, at their preferred time. And they no longer accept long wait times and impersonal service as the norm.

You need to keep up in order to keep your customers.

In the past, updating or replacing your system to provide a higher level of service was cost-prohibitive. But today, that’s not necessarily the case. With a cloud-based system and an experienced partner, you can take your customer experience to new heights without doing the same for your expenditures. If you haven’t done so yet, going to the cloud is the number one step in contact center modernization.

But even if you do have a cloud-based solution, there are a few best practices to find even more value. So with that in mind, here are the top three benefits and best practices to guide you through your contact center modernization.

Save big money over time

Obviously, one massive incentive of contact center modernization is cost savings. So as you begin this process, consider future adaptations for even greater efficiency and customer experience.

As new technology develops, you need to have a process to incorporate it into your contact center plan. Customers may want to connect through traditional voice channels, but the preference is quickly changing to other channels, including email, chat, mobile and social.

That means your contact center needs expanded capabilities around these channels. On the one hand, you’ll have a few more expenses up front to ensure all those channels are supported, even if you’re not currently using them. But these channels are also easily automated, which can drastically cut customer service costs and agent workload.

Best Practice #1: Update the systems you need today and prepare for the growing customer service channels of the future.

Of course, upgrading your premise-based system to accommodate all of these channels can get very expensive very fast. But by moving to the cloud, you can cut many up-front costs and prepare for quick changes down the road.

These solutions could completely replace your current technology, but they’re more likely to run alongside existing systems. Cloud-based solutions let you pick upgrades you need without the expense of replacing all your current equipment right away. Plus, your customers can start using the channels they love, giving an instant boost to loyalty and retention.

Create better experiences for customers and agents

Cloud-based contact center solutions not only create enjoyable experiences for customers. They also give you tools to raise agents’ and managers’ productivity and job satisfaction while lowering attrition and training costs.

Customer service used to be black and white. A customer called and waited for an agent to answer. But call volume rises every year, even as people reach out via text, email, web chat and social media.

They want to interact with you at a time that’s convenient for them. Waiting on hold is not convenient, and it causes stress for your agents. Integrating automated solutions, like an IVR or one-way and two-way proactive text messages, is option to increase self-service and answer questions before someone calls. Other tools, like SMS Assistant, help agents interact more efficiently, creating exceptional experiences for everyone involved.

Best Practice #2: Support popular channels customers want with solutions that make agents’ jobs easier.

Modern contact centers are gaining momentum as the best option for responding to customer needs — regardless of channel or device. Good cloud-based solutions integrate customer data across all channels, letting employees see someone’s interaction history to relieve frustration for both your customers and your agents.

Focus on strategy, not just software

One of these tips already told you to keep an eye to the future, but this goes one step further. Not only does your contact center technology need to be ready to adapt, you must put a strategy in place to incorporate new channels as they develop. Crafting that strategy can be a major challenge, but your communication technology provider may be able to help.

When it comes to contact center providers, you have two options. Some providers sell a Software as a Service (SaaS) model, in which you’re on your own to implement, strategize and upgrade your solution down the road.

Managed service providers, on the other hand, take that responsibility and emphasize service in addition to software. A partner with managed services supplies experienced contact center professionals who work with you throughout the life of a contract to ensure you’re providing the best customer experience possible.

These are the partners who go beyond software and employ professional services expertise to help you devise the right strategy.

Best Practice #3: Don’t hire a software provider. Work with a partner who will keep your contact center ahead of the curve.

With the right partner, you can leave strategy in the hands of experts, so you can focus on present-day operations of your business.

Learn more about contact center modernization

Before simply buying the newest headsets or routing system, go through these three best practices to discover what you really need in a cloud contact center solution. You can read even more about this process by downloading our ebook, The Many Benefits of Modernizing Your Contact Center.

If it’s time to upgrade your contact center, don’t worry. Follow these few best practices to get the updates you need and prepare for new changes to create the most benefit for your customers, your agents and your business. With the right partner and strategy, contact center modernization can ensure your customer service never goes out of style.

Interested in finding out more about the topics in this blog or West? West is one of the subject matter experts that will be sharing their insights and expertise at Customer Response Summit Charleston, March 12-14, 2018. CR Summit Charleston will feature speakers from Neiman Marcus, Indeed, Capital One, T-Mobile, and more. For more information about our leading event for CX professionals, visit our event website. 

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