A company’s most important responsibility is quality delivery. In every product or service offered, there is always the risk of faulty production. Failure to adhere to strict consumer codes can result in harming the clients at the least and society at most. Consumers are not the lone recipient of this harm; the company itself is positioned at the forefront.
In business process outsourcing, the clients are not mere individuals, rather companies, in full trust of your services, as a whole. This trust is not meant to be belittled or ignored no matter the size of the campaign. The fact that your clients are outsourcing their processes and functions to you should never be a gamble. A business process outsourcing service provider should be able to guarantee its clients utmost care in handling its campaigns.
Quality has different attributes measurable in an amount of ways. Excelling in some of these attributes wouldn’t mean much unless you excel in all. Companies can invent/re-invent whole quality modules, but the end result should always spell customer satisfaction.
Being a BPO provider means you work hand-in-hand with your clients to achieve a goal. Unlike other industries, the service BPO provides doesn’t end in fulfilling the scope of work. It is not a produce-and-sell industry, rather a constant review of performance to ensure that the best service is provided. Don’t look at the delivery date as the end of service, for each service will always have a long term effect on your client.
Quality assurance should always be a big component in your transactions. The industry provides endless opportunities for diversifying your services. Having a number of services to offer wouldn’t always be productive for BPO providers if there is lack/no focus on quality. Instead of offering to do everything all at the same time, BPO companies should develop its core services which in turn would open doors for the niche market. Remember it is better to have few satisfied clients, than to have lots of disappointed ones.
In business process outsourcing, the clients are not mere individuals, rather companies, in full trust of your services, as a whole. This trust is not meant to be belittled or ignored no matter the size of the campaign. The fact that your clients are outsourcing their processes and functions to you should never be a gamble. A business process outsourcing service provider should be able to guarantee its clients utmost care in handling its campaigns.
Quality has different attributes measurable in an amount of ways. Excelling in some of these attributes wouldn’t mean much unless you excel in all. Companies can invent/re-invent whole quality modules, but the end result should always spell customer satisfaction.
Being a BPO provider means you work hand-in-hand with your clients to achieve a goal. Unlike other industries, the service BPO provides doesn’t end in fulfilling the scope of work. It is not a produce-and-sell industry, rather a constant review of performance to ensure that the best service is provided. Don’t look at the delivery date as the end of service, for each service will always have a long term effect on your client.
Quality assurance should always be a big component in your transactions. The industry provides endless opportunities for diversifying your services. Having a number of services to offer wouldn’t always be productive for BPO providers if there is lack/no focus on quality. Instead of offering to do everything all at the same time, BPO companies should develop its core services which in turn would open doors for the niche market. Remember it is better to have few satisfied clients, than to have lots of disappointed ones.
2 comments:
Great post, Being a BPO provider its necessary to look into the quality in the out put of given work.
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Richard
Total solutions for Outsourcing needs in BPO & Callcenters
www.iwaayconsultant.com
Thanks Richard.
Quality parameters vary even if we follow specific processes. Our experience has proven that not all clients evaluate results in the same way. Some have done away with the 'science' of outsourcing--and their only benchmark really is how well we've assisted them in retaining their customers... the rest is just gravy...
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