The world of call center outsourcing has seen the Philippines rise as a dominant player. However, a startling statistic unveils that 58% of outsourced programs don’t meet their financial or CX objectives. What’s behind this? A closer look reveals a multitude of factors.
John Maczynski, CEO of Cynergy BPO, notes, “In my nearly four decades in the global contact center industry overseeing a myriad of outsourcing projects, a consistent pattern has emerged. Particularly among newcomers, the overwhelming number of options can lead to hasty decisions, frequently neglecting comprehensive vendor evaluations.”
Amid the myriad of providers, countless Philippine call centers opt for a generalized approach. These “jack of all trades” outfits, while versatile, often lack domain expertise, leading to suboptimal results.
Ralf Ellspermann, CSO of Cynergy BPO, concurs with Maczynski, noting, “The prevalent misconception in outsourcing is that all vendors are of the same caliber. Decades in the field have equipped us to distinguish genuine prowess from mere posturing.” The combined insights from Maczynski and Ellspermann, honed over extensive frontline experience on both the provider and client sides, provide Cynergy BPO with a unique perspective.
One significant hindrance to successful outsourcing is the gap between client expectations and what vendors actually deliver. Without a deep understanding of a vendor’s capabilities, businesses can find themselves in unsatisfactory partnerships.
Additionally, embarking without a clear outsourcing or CX strategy can be a recipe for disaster. Maczynski adds, “Having a robust strategy is essential. Absent clear goals and benchmarks, even well-intended collaborations can meander aimlessly.” A lack of strategic vision and approach complicates the measurement of success, leaving companies without clear direction.
The allure of savings can also be misleading. Many companies, especially those new to outsourcing, might be tempted by the least expensive offer. However, Ellspermann advises, “There’s a direct correlation between cost and quality. Recognizing this balance is crucial. Opting for the cheapest rarely equates to the best value and only increases the risk of failure.”
Cynergy BPO’s leadership, boasting unparalleled industry experience, stands as its unique strength. The combined knowledge of Maczynski and Ellspermann, traversing from startups to Fortune 500s, offers clients invaluable guidance.
Ellspermann emphasizes, “The intricacies of the call center industry in the Philippines are manifold. Our depth of experience enables us to navigate these nuances, ensuring our clients’ outsourcing endeavors align strategically and are set up for success.” Their vast experience, spanning both the provider and client spectrums, offers them a singular viewpoint, making their counsel indispensable.
For businesses starting on their outsourcing journey, this advice is pivotal. A knowledgeable partner can highlight potential pitfalls and guide toward success. By tapping into the vast expertise of industry veterans like Maczynski and Ellspermann, companies can smoothly navigate the complexities of call center outsourcing to the Philippines, positioning their initiatives for efficiency, success, and exceptional customer experiences.
