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January 27, 2025
Closing the BPO quality gap: 5 takeaways from a panel of experts
Outsourcing is an essential strategy for support teams managing growing demand. When hiring full-time employees isn’t feasible, outsourcing provides a cost-effective way to scale quickly while maintaining a lean core team.
But it comes with challenges: 61% of customer support leaders in our State of Support Ops in 2025 survey said their BPO vendors don’t deliver the same quality as their in-house teams.
That gap hurts, but it doesn’t have to.
We recently assembled a panel of industry experts to explore how support leaders can transform outsourcing into a seamless extension of their teams. Here are five actionable takeaways to help bridge the quality gap and deliver seamless customer experiences.
1. Choose BPO partners who align with your standards
Outsourcing doesn’t mean compromising on your brand’s values. A BPO partner should reflect your company’s culture and deliver an experience that feels authentic to your brand.
As Pavlos Vasilakis, Founder of WFM Geek, said: "Cultural alignment is non-negotiable. Your BPO team is a direct extension of your brand, and the customer should never feel that their experience is outsourced."
Alan Pendleton, CEO and Founder of ArenaCX, expanded on this: "It’s not just about shared values — it’s about shared goals. When your BPO truly understands what success looks like for your team, they can help you get there."
Make cultural alignment more than a buzzword by:
- Vetting for alignment early. Prioritize BPOs that understand your brand’s voice, mission, and service ethos.
- Embedding values during onboarding. Introduce cultural training to ensure BPO agents feel connected to your team.
- Creating feedback loops. Regularly review performance and alignment as your business evolves.
When your BPO reflects your brand’s standards, they become more than a partner — they’re part of your team.
2. Treat onboarding as a foundation, not an afterthought
The success of your BPO partnership hinges on a thoughtful onboarding process. Misaligned expectations early on can lead to costly mistakes, but strong onboarding paves the way for long-term success.
As Pavlos emphasized, "Onboarding isn’t just a box to check. It’s the foundation of your partnership."
Celia SGAR, Co-Founder of Vendor Score IT, added: "Static documents don’t cut it anymore. Video walkthroughs, interactive training, and real-time feedback are how you set your BPO team up for success."
Set your partnership up for success by:
- Developing dynamic training resources. Use videos, playbooks, and interactive materials that are easy to digest.
- Encouraging collaboration. Incorporate shadowing and buddy systems to give agents hands-on experience.
- Rolling out in phases. Start small, refine processes, and scale when ready.
A solid onboarding plan ensures your BPO team is equipped to deliver consistent quality from day one.
3. Build trust through transparency
Trust is the bedrock of any successful BPO relationship. Transparent communication — whether about billing, performance metrics, or escalation protocols — removes friction and creates alignment.
Our survey found CSAT is the most tracked metric for BPOs, but unclear SLAs and confusing invoices remain persistent challenges.
Alan Pendleton noted: "If you can’t understand an invoice at a glance, it’s already a problem. Transparency isn’t optional; it’s essential."
Celia emphasized the need for visibility: "Real-time dashboards aren’t a nice-to-have; they’re a must. They keep everyone accountable."
Foster transparency by:
- Automating performance tracking. Monitor CSAT, SLA adherence, and agent productivity in real time.
- Standardizing data. Ensure consistent formats for invoices and KPI reports.
- Planning for escalations. Establish clear protocols to address issues collaboratively.
With trust and transparency in place, your partnership becomes more efficient and effective.
4. Leverage technology to align teams in real time
The right tools don’t just connect your in-house and outsourced teams — they create alignment, streamline operations, and help you stay proactive. Without them, inefficiencies can ripple across your operation.
Celia explained: "Dashboards are the difference between guessing and knowing how your teams are performing."
Pavlos added: "Even small delays in syncing data can create major roadblocks. Compatibility between your tools and your BPO’s systems is critical."
Optimize your tech stack by:
- Integrating systems. Ensure seamless syncing between your WFM, CRM, and your BPO’s tools.
- Building trust through transparency. A unified dashboard with shared reporting on key metrics — like CSAT, SLA adherence, and cost per case — helps you and your BPO stay aligned.
- Using AI to forecast needs. Leverage AI-driven insights to align staffing plans and minimize capacity gaps.
Technology should be the backbone of your partnership, keeping both teams connected and focused on delivering exceptional customer experiences.
5. Treat your BPO as a partner, not just a vendor
The most successful BPO relationships are built on mutual respect and shared goals. When you view your BPO as a true partner, you unlock their potential to go above and beyond for your team and customers.
Pavlos captured this well: "When you plan for growth together, your BPO becomes an essential part of your strategy."
Celia agreed: "Partnership is about mutual investment. When your BPO feels valued, they’re motivated to deliver their best."
Foster partnership by:
- Holding regular check-ins. Share updates, celebrate wins, and tackle challenges collaboratively.
- Asking for feedback. Treat your BPO’s insights as valuable input for continuous improvement.
- Planning for the future together. Align on a roadmap for growth and scalability.
Approaching your BPO as a partner unlocks collaboration, trust, and shared success.
Build stronger BPO partnerships in 2025
Outsourcing in 2025 is evolving. By prioritizing cultural alignment, investing in onboarding, fostering transparency, leveraging technology, and embracing true partnership, you can close the quality gap and position your BPO as a critical driver of customer experience.
To learn more about adapting your outsourcing strategy for the AI era, download our guide: Customer Service Outsourcing in 2025.
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