Following the release of new research, a leading industry expert has called on BPO providers to be more transparent to help potential customers understand the complexity of the sector.
David Neale, founder of accreditation specialist GBPO Solutions, raised concerns after latest industry research showed that 75% of those looking for an outsourcing partner are failing to buy into BPO sales teams.
The findings, released by industry analysts Ryan Strategic Advisory, also highlight that 94% of companies are more likely to choose an accredited BPO provider. And 84% are keen to use industry specialists to help them navigate the complexity of a partnership choice if they knew commission wasn’t being received from the BPO.
David Neale from GBPO Solutions said: “This latest research undertaken across five key markets, including the UK, USA, Canada, Germany and Australia shows some staggering results, and that across several areas, the BPO industry needs to think differently when it comes to client attraction.
“It’s a shock to the market that two thirds of businesses simply aren’t trusting target-driven BPO sales teams or commission focused brokers and that’s a big red flag however you look at it. It’s clear that over-zealous practices are creating mistrust which is hampering the industry’s reputation.
“What businesses are saying is loud and clear – they crave authentic BPO partnerships with companies who are accredited and they can therefore trust the BPO’s credentials across important areas including policies, processes, people and technology. It’s a big decision for businesses to outsource so it’s vital that they have full confidence in their partner.
“The research clearly shows that trust and transparency are far more important than experience and price. The sector must not forget that clients are risking their brand, reputation, performance and customers – price is secondary to their most valuable assets.
“Overall, this latest research should be the moment that many BPOs hit the reset button. It’s a wake up call and the market clearly wants to partner differently with BPOs, and ones who are independently assessed.
“The great news is that as the demand for accredited BPOs grows, increasingly BPOs are waking up to the industry change and becoming accredited with a healthy variety of choices for clients in different countries and capabilities. South African is leading the way boasting the largest number of Accredited members last year.”
Readers and organisations looking for further information, can email David Neale through davidneale@gbposolutions.com, or through WhatsApp on +447807032410
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Author: David Neale from GBPO Solutions on behalf of GBPO Solutions.
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