Tuesday, July 24, 2012

How OpenSpan changes the game for a BPO!

It is well understood, that some of the best outsourcers in the world, not only just take on their call center customers work (plus front and back office) but they take it on so they can do a better job than the customer themselves. Sometimes this is simply through economies of scale (doing it cheaper / onshore or offshore). Sometimes it's because the BPO has the depth/breadth of experience of that customers sector, across their entire peers. Lets be honest, if you are the outsourcer of a telecoms company, it's likely you could add significant value (best practices) to another telecoms companies outsourced call center too.

In order to learn, scale up and deploy, the BPO has to make a huge commitment to their new customers (infrastructure, hiring, training). After all, they need to be great out of the gate. For an outsourcer, it doesn't make sense to take on new customers without at least a 2-3 year commitment and probably more in many cases. However, in return, the BPO is often guaranteed to be paid, say, a price per minute for taking call center calls or doing back office work.

This has worked for years and the BPO's have more often than not, delivered great value to their customers. However, once the BPO model has been established for a customer, when contracts become due, the competitive market for BPO's is hot. At that point. smart customers have been covering their bets and signing up more BPO's to outsource their call center seats to (spread risk). This is good in many ways for the customer since they can quickly add/remove seats from the best/worst performing BPO's (Customer service, SLA's etc.,). There are many other relevant angles for the BPO to gain more seats and the customers and BPO's are often trying outsmart each other to ensure they get the very best service at the very best price.

And that's the key - doesn't that last sentence "best service at best price" sound like a conflict to you? Of course it is.

What OpenSpan has seen over the last 4 years as a vendor to many of the worlds largest BPO's is that this game is changing.  The customers are coming to the BPO's and are now asking them to improve productivity which in turn would mean less business to the BPO. Again the conflict. Why would a BPO be incentivised to reduce the number of minutes it takes to deal with a call in a call center if the BPO is paid by the minute? Now the BPO's are fighting back with OpenSpan. OpenSpan is a global leader in Desktop Automation and Desktop Analytics which enables Call Center agents and Back Office workers to perform significantly faster and much more accurately.
The BPO's are now leading with OpenSpan to offer their customers choices. If the outsourcer works uses OpenSpan to improve the process, the outsourcer wants to share in the productivity gains. Customers love it. It's a win/win. Outsourcers using OpenSpan are able to compete with a productivity improvement story against those outsourcers not using OpenSpan. Since OpenSpan is already used by over 250,000 call center agents across some of the worlds largest banks and telecomms call centers, it is THE proven and accepted technology to drive up productivity. OpenSpan Desktop Automation is used by more BPO's in the world, than any other desktop productivity tool, and as more and more of the "pay-per-minute" contracts come up for grabs across the very competitive BPO market, OpenSpan's BPO's are not only keeping the customers they already have, but using OpenSpan to win more customers and more seats than their peers.

Check it out, www.openspan.com


Lisa said...

Thanks for letting me know about Openspan. Its really a great service.Customer Service Job Duties

Wilks Chipper said...

I just love when business people pay attention to the customer's satisfaction. This seems like a company with a good market strategy. I wish others would roll their business like this.

Mayasari Elfiantiningsih said...

like this articel.Salam from indonesia,sir.