How do BPOs differentiate themselves in a crowded market
There are many business process outsourcing (BPO) companies out there looking for your business. A lot of them are similar in nature but there are 3 key differentiators that separate the okay BPO providers from the ones that will drastically move the needle in your business.
RecruitingThe best BPOs in the world hire the best talent. These companies have detailed recruiting processes, premium salary, and benefits packages, and are desirable places to work for employees.
Our process starts with initial risk assessment, resume and language screening, then assessments (math and logic, typing, general aptitude), then an interview with one of our industry aligned managers, and finally interviews with the client team. Using this process we screen about 100 applicants for every hire and are able to hire top level talent for each position.
Management
A BPOs management structure can tell a lot about the type of service you will receive. Accenture is known for being one of the top BPO/consultants in the world because it hires and trains top tier managers and consultants. BPOs without a strong management team or structure in place will fail to deliver consistent and high-quality results. At Connext we start with having a low employee to manager ratio. 50 employees to 1 manager is incredibly small in the BPO space and allows our managers to provide more direct, detailed, and high level support to our clients and client teams. In addition to manager support, we also have Director and VP level oversight over all client teams. On top of having a low employee to manager ration, we dedicate significant time and money to upskilling our managers. We have a Connext management academy, mentorship program, and Connext University that are dedicated to developing our managers into the top leaders in the industry. Our mission is that when someone wants to hire the best managers in the Philippines, they look to Connext first. On top of our Philippines based management team, our executive team and consultants are mostly military veterans with experiences from the United States Military Academy, Harvard Business School, and other prestigious organizations. They are comfortable managing and leading teams in dynamic military and business environments and thus do an excellent job guiding our clients and client teams. Good management support from your BPO partner can lead to exceptional results. The goal of our management team is to have our offshore support teams perform at a higher level than a clients local teams.
RetentionThe average annual retention rate in the BPO industry is 50%. That means every year BPOs turn over around half of the employees that they worked hard to recruit, train, and upskill. The result of this for the client is losing skilled employees and having to go through new hiring and training cycles. This is both a waste of time and money for the client and results in a lower level of service. At Connext, we aim for 80% retention and consistently achieve that goal. We do this first by recruiting top talent that we assess as low risk for attrition, providing leading benefits and salary packages, consistently seeking feedback from employees and monitoring their current status and situation, and finally being a top place to work in the Philippines. Connext was recently rated by Great Place to Work as one of the top places to work in the Philippines, with a satisfaction rating of 94%. Good BPO providers treat employees well and retain top talent. The end state for their clients is a higher level, more consistent service level that can’t be matched by those with poor retention.
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Quarterly Attrition Trend |
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|
Quarter |
Average HC |
Voluntary Attrition Count |
Involuntary Attrition Count |
Voluntary Attrition % |
Involuntary Attrition % |
Total Attrition % |
|
Q1 – 2021 |
574 |
12 |
2 |
6.3% |
1.0% |
7.3% |
|
Q2 – 2021 |
648 |
13 |
2 |
6.0% |
0.9% |
6.9% |
|
Q3 – 2021 |
717 |
12 |
2 |
5.0% |
0.8% |
5.9% |
|
Q4 – 2021 |
832 |
17 |
2 |
6.1% |
0.7% |
6.9% |
|
Q1 – 2022 |
981 |
16 |
3 |
4.9% |
0.9% |
5.8% |
|
Q2 – 2022 |
1196 |
23 |
7 |
5.8% |
1.8% |
7.5% |
|
Q3 – 2022 |
1395 |
21 |
7 |
4.5% |
1.5% |
6.0% |
Figure 1. Connext Quarterly Attrition Data
By focusing on these three differentiators, Connext has earned the spot as the #1 B2B Service Provider in the Philippines as rated by Clutch.co. Our efforts toward recruiting, management, and retention have resulted in high performing offshore teams and excellent client services. When evaluating different BPOs, be sure to look for these 3 key differentiators to assess the level of service you are going to receive. To learn more about Connext or how we help clients, please contact us to speak with one of our consultants.