BPOs that work with a Contact Centre as a Service (CCaaS) technology supplier drive new business by offering a complete contact center solution. However, these sales can be jeopardized if deployments are burdened with complexity. Today’s uncertain business landscape is fraught with the threat of recession. In such a climate, BPOs simply cannot afford to let inefficient sales and on-boarding processes damage their business performance.
When working with a CCaaS technology supplier, BPOs often find their partner sales process thwarted by complex provisioning processes. Without the autonomy to provision services first-hand, BPOs can become over-reliant on supplier support. This elongates service delivery and can hinder the perceived efficiency of a BPO.
However, BPOs must guarantee a seamless service to their clients at all times, which can require expert help from their technology supplier in complex situations. When this help is not available on-demand, a BPO’s reputation for exceptional service delivery can plummet, causing their clients to move to competitors.
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