Delivering a customer-centric approach in business process outsourcing

Adopting a Customer-Centric approach in business process outsourcing entails directing operational efforts in providing customer satisfaction and improving the overall customer experience (CX).

CX as a Priority

According to a study by Walker, 86% of consumers will pay more for a better customer experience.

The Temkin Group, in a study, found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

One of the top priorities of business process outsourcing providers is providing customer experience. Providing personalized, cross-channel customer support, and providing personalized customer service are some ways to improve customer experience.

Measuring CX

In order to maintain excellent customer service and customer experience, customer service outsourcing providers need standard key metrics of customer experience. Key Performance Indicators that measure Customer Experience are Net Promoter Score (NPS), Customer Satisfaction Survey (CSAT), and Customer Retention Rate among others.

In fact, a customer experience promoter has a customer lifetime value that’s 600 to 1,400% more than that of a detractor.

To improve the business process and ensure customer experience, utilize both historical data and real-time data from agents and customers in reviewing ongoing performance.

Implementing digitalization strategies such as integrating up-to-date software also allow business process outsourcing providers real-time monitoring and reports where businesses can view productivity, efficiency and performance of the customer service team.

Connext Global Solutions provides Customer-Centric  Business Process Outsourcing

Connext Global Solutions is a business process outsourcing provider that builds industry best customer service outsourcing experience through our commitment to management philosophy and leadership development at all levels.

Connext Global Solutions handles outsourcing talent acquisition, management, and training for you. The company actively sources offshore talent required by the client. Comprehensive assessments, screening, testing, and interviewing are conducted by Connext, ensuring the client the highest level of talent from the pool.

Clients can build their own team of outbound specialists and telemarketers whose tasks can range from answering incoming calls, probing, obtaining and verify information for incoming calls, answer billing, service status questions and other customer inquiries, and more related roles.

Our customer support specialists undergo a comprehensive and meticulous training process to ensure key skills are adopted into the customer service outsourcing experience. Outsource services to Connext today.