0-1000: Outsourcing Your First Hyper-Growth CX Team
Hyper-growth shouldn't mean compromising your brand CX.
From earthquakes, hurricanes, pandemics, and beyond, there will always be looming risks to the normal daily operation of your business. But meeting—if not exceeding—customer expectations consistently isn’t a goal. It’s an expectation, even in times of crisis. From ensuring your product remains functioning to keeping your CX lines of communication open, business continuity plans (BCPs) must maintain a strong focus on the customer experience.
During the COVID pandemic, research showed that digital sales skyrocketed, support queries increased, and contact centers had to reevaluate how they could communicate with customers. Social distancing protocols meant a huge shift to at-home work to keep up with demand. CX leaders responded by accelerating digital migrations -- but many BPOs were unprepared for this.
Knowing what we know now in a (hopefully) post-COVID world, brands and outsourcers alike are able to better plan ahead for future unexpected events. By creating a CX-driven BCP, especially with the help of a CX partner, it makes certain that no crisis will get in the middle of your brand delivering for its customers. These best practices will help you make CX an integral part of your BCP.
Working with a quality BPO that can scale quickly is imperative for CX success -- but is even more critical when planning for the worst. You need a partner who is equipped to support your brand, even in hard times -- it’s likely when you’ll need them most. There are a lot of considerations when it comes to finding your brand’s best-fit BPO, but you’ll want to ensure your partner is prepared for anything, and will work with you on your BCP. When evaluating prospective BPOs, be sure to consider their ability to not only meet your needs under normal circumstances, but what their procedures are during disruptions, outages, and crises. Consider the following when choosing a BPO:
The pandemic has shown that top-notch CX can happen from anywhere in the world. In fact, a recent Forbes survey revealed that 70% of contact center managers were happy with their remote agents’ productivity.
Is Your Contact Center Prepared With An At-Home Plan?
Research from Gartner shows that it is projected that 71% of contact center services will be provided remotely moving forward. It is no longer a ‘nice to have,’ but a key element to building resiliency into your business.
Is your outsourcer prepared to shift delivery to an at-home model? Be sure to have a conversation with your CX partner about their WFH options, including hybrid models where some agents are in-center and others are at-home, or a rotating schedule for agents to come in or stay home. Be sure to discuss the following with your CX outsourcer:
Ensuring your agents can pivot to at-home work without missing a beat is critical to keep CX consistent. Be sure to consider the following to support remote agents:
Your chosen CX partner needs to be agile in the way they scale up or down. Unprecedented times are not just related to disasters where you may need more agents on deck at a moment’s notice -- seasonal spikes, unexpected rises and falls in consumer behavior, and hypergrowth can contribute to having periods where you need to quickly scale up -- or scale down -- the amount of CX support is needed.
Overall, the ability to rapidly scale and be prepared with other solutions when needed is invaluable when it comes to preparing your business for anything.
Trust is essential when it comes to keeping your customers loyal. To do that, you’ll need to make sure that certain security measures are in place to keep their often sensitive and personal data safe. However, a shift to at-home work means you’ll need to enhance security in a way that caters to a remote workforce. You can achieve this by:
Be sure to work with your BPO to put a plan in place to make sure remote work is safe, especially if the shift needs to happen quickly. Additionally, you’ll want to be sure your outsourcer is prepared to keep your data secure under any circumstances. Be sure to ask your BPO the following questions concerning data protection:
When discussing security, you’ll also want to think about it beyond your data. You’ll want to ensure the contact center and the agents working there are also safe during certain types of disruptions. For example, the COVID-19 pandemic meant contact centers needed to create new protocols to keep agents safe from the virus, such as social distancing, mask mandates, and vaccination and/or COVID testing requirements. While these are still in play, other considerations must be made for other crises. Be sure to discuss these events in planning with your BPO:
Sometimes, plans feel like they go up in smoke when something out of our control happens (like a global pandemic). But your dedication to CX can’t slip when the unexpected occurs. Making CX an integral and intelligent part of your business continuity plan will ensure protection during your weakest moments. Monitoring data, anticipating needs, rectifying agent issues quickly, having an agile workforce, and finding the right BPO to support you as you support customers are all important steps to ensuring your brand’s CX doesn’t miss a beat, even during your toughest moments.
Hyper-growth shouldn't mean compromising your brand CX.
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