Published: 05 June 2023
Customer service BPO vendors continue to expand their offering locations, bringing value with global options. Service and support leaders should evaluate the proposed country’s strengths and weaknesses to determine if the vendor’s suggested support location meets their business and customer needs.
Due to talent shortages and a focus on reducing operational costs, location remains essential to an organization when making outsourcing decisions. As a result, service leaders prioritize evaluating categories like skills availability, connectivity, and time zone in their decision factors.
BPO providers are evolving locations in response to clients’ demands on nearshore and talent. An unbalanced cultural compatibility of these locations to the organization’s customers’ site can impact the overall customer experience.
Evaluate the proposed country’s maturity with infrastructure, government and economic areas to make the outsourcing decision that will positively impact the customer experience.
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