Business process outsourcing (BPO) has transformed from a cost-cutting tactic to a strategy that supports business goals and objectives.
Leading organizations look to their BPO partners to drive transformational change and improve business results. In the Deloitte 2016 Global Outsourcing Survey, more than 57% of participants used a BPO to allow them to focus on the organization’s core business. Of course, labor cost reduction is still a factor, but other primary drivers to pivot to BPO include enabling core business functions and solving capacity issues.
Since it was founded in 1989, TSD Global has helped companies transition from costly in-house processes that don’t meet expectations to exceeding performance goals with a BPO relationship.
From our viewpoint, key client benefits are accuracy, productivity and flexibility. We measure customer service agents on their compliance with scripts, adherence to processes and productivity relative to service level goals.
Flexibility is key as it is much more cost-effective for the BPO provider to scale up to adjust staff sizes to match workload surges or to manage new programs. Making similar adjustments with an in-house staff is not cost effective. With the flexibility of a BPO partner, the client gets the work done in an accurate, timely and cost-effective manner.
TSD Global streamlines streamline your customer outreach functions in a cost-effective and efficient way. Let’s look at a few examples.
In one case, a leading U.S. bank tapped TSD Global as its BPO provider to run a major credit card acquisition program. The internal team was not specialized in sales and customer service. The bank needed a partner that could supply this skills set but also ensure strict compliance with scripts and accurately track key metrics.
TSD developed an inbound/outbound program for an array of customer service functions, using effective up-sell and cross-sell strategies as well as effective retention strategies. The program delivered 97% call compliance, 97% script adherence, and increased conversion rates by 21%.
For a leading global online retailer, TSD Global built a turnkey BPO solution that dramatically increased efficiency and customer satisfaction. The TSD team took over the customer support function for the company within 30 days and managed over 10,000 interactions per month. Response time dropped from a matter of days to less than three hours. The new BPO solution provides 24×7 omni channel support.
Key success metrics include increasing average customer order size by 12%, reducing abandoned calls by 38%, increasing CSAT scores by 31%, and boosting upsell sales by 22%.
With the business process outsourcing success, the client has been able to focus on scaling the business backed by a solid foundation of customer service.
Our restaurant division, which handles telephone and online orders and reservations, consistently increases average phone order ticket size by 15% while reducing costs up to 40%.
These results reflect TSD’s investment in people, technology, quality assurance, and data analysis. Our performance management and agent coaching practices are utilized to exceed client expectations without fail.