Differentiators
We have unplanned call volume changes. My current BPO does not handle this well.
What is a Flex Staffing Model?
Our model allows us the flex up 30-40% intraday. No employee models are able to accomplish this.
Your pricing is too high. We can hire internally for about $18/hour and nearshore rates are in the teens. You are also more expensive than other onshore providers.
What is?
1. We will be able to increase utilization/csat/conversions/retention/vrt/transfers, etc. making the investment worthwhile.
2. Our rates are less than or equivalent to your fully burdened employee cost.
3. In our productive hour model, our cost will be about 20% less than an employee model.
We are just exploring potential partners.
What is?
"Can you tell me more about what is motivating your exploration?"
"What challenges are you facing?"
We are unsatisfied with our current BPO's quality. How are you different.
What is?
"You should have been working with the BPO of the year"? JK
"We have data supporting that we regularly outperform our competitors and internal call center teams with respect to NPS, CSAT, Quality, Conversions, and other metrics.
"Well, it's unusual to achieve NPS scores above 60 NPS s and we are achieving this because of our processes."
We tried the Gig model previously and it was a disaster. We will never use a Gig model again.
What is "You obviously picked the wrong Gig provider."
Not all providers are the same.
One bad experience with one company doesn't mean something is wrong with the model.
Let us show you why we are a good choice.
Our current partner very often has agents that no-show.
What is?
"What is the impact on your customers and on the company when this happens?"
"How is this impacting your SLAs and KPIs?"
We have a hard time finding and keeping good people. Our BPO partners are also not performing well in this regard.
What is?
"You mean you're not #1 on Flexjobs like us?"
WSOL is #1 on Flexjobs (and in the top 10 for about 10 years) enabling us to build a massive applicant flow helping us find the near perfect match for each job profile.
There is no way your 1099 contractor, working part time and on multiple accounts, can be as good as our internal reps.
What is "On the contrary, these entrepreneurial people do this work as their business. They are bound by a contractual relationship vs. an employee relationship. This actually leads to better outcomes.
We have had no misclassification lawsuits in 29 years because we manage the quality process, not the people."
We will never outsource our customer care.
What is?
"I know that protecting your brand is critical. Can you tell me more about your culture and what has created a negative perception of outsourcing?"
"I totally understand the concerns. I think I can allay some of those fears during this call. Let's talk about your internal team for a minute. Can you share any challenges you may be experiencing?"
I don't think BPOs do a very good job in the training process. Why would you be any different?
What is?
"We have degreed educators using teacher led instruction with AI simulations are creating world class NPS scores."
Our company will never approve BYOD.
What is?
BYOD has passed the strictest security standards at some most vulnerable clients like utilities and financial companies. We will demonstrate our endpoint security, PCI/SOC2 compliance for your teams. I am confident that we can work through this with your Infosec team.
All of our BPO partners are offshore and nearshore.
What is?
"Can you tell me what is working and not working with your current BPO partners?"
"What are the opportunities for improvement?"
"Can you describe the perfect BPO partner and how it would help you meet your goals?"
You sound just like every other BPO I have spoken with. They all say "we are high flex, high quality, data driven, and best in class." I will give you one minute to tell me why you are different and better.
What is? "Stutter..uh..uh.."
"You're right, every BPO says they have high quality and high flex. However, no one can truly deliver unplanned flex like us and do that with data backed, client provided, quality scores that beat the largest, most well respected BPOs on the planet. There's a reason we are ranked the #1 BPO by CCW, the #1 WFH company in the US, and we have the #1 Online learning platform."
Specifically, how are you going to provide an ROI to me if I go with you.
What is? "No clue, Edgar, do we have a case study for this?" JK
Increase X% (Occupancy, CSAT, Retention, conversions etc.)
Decrease Y% (AHT, escalations, etc.)
These result in cost savings and revenue increases.
Our offshore agents do just as well as onshore agents.
What is?
"What types of calls or cases are your offshore agents handling?"
"Tell me more about the job responsibilities those agents are handling."