How do BPO companies get inbound projects from major clients?
I have been working in the call center vertical for the past few years with different companies. Now am working with a company call Knoah Solutions. How do BPO companies get projects from large companies like Rosetta Stone, Samsung etc., and why is it difficult for smaller companies to maintain relationships with major clients?
The BPO industry is at the moment, overwhelmingly large. A big percentage is outsourced, and there are service providers for everything. Most companies get their inbound projects from:
2. Efficiency (With regards to pricing)
3. Competitive Portfolio (What is important to this business at this time and how do we add real value to this respect? Regulation, customer experience, commercial output, innovation… probably all of the above, you won’t be surprised to hear.)
To sum it up, a large, established, more proven, capable BPO company with stable, qualified workforce scores over the smaller BPO companies. Suggested read: How to Win More Client Projects for Your Outsourced Contact Centre or BPO and for more insights, check out https://www.121outsource.com/.
Well, most BPO companies get their big clients through referrals. I experienced it first hand in the company that I was working with until now. Some fraction of the clients came from social media and quotation requests from the website, by the contact us form. You can maintain your relationship with the clients if you communicate well to them and being transparent so they understand it well. You can read more about outsourcing here Offshore Business Processing BPO Provider.
Perception is the key. Business is attracted to another business it could leverage its growth. Work around 'perception' and you can do a great leap.
Bigger companies have set of policies and protocols while screening the vendors , if you are looking for bigger contracts I would suggest to focus on creating a healthy clientele . This can be in numbers and from particular business process . Then the marketing and your BD team can take it further .
They generally get clients by providing services at a fraction of the price. They keep them by providing outstanding quality and locking in future contracts.
Big companies tend to go and contract with secure business partners with a lot of references. Business sustainability is one factor they ask from a prospective partner, i.e. big companies have a problem with small companies if the existence of a small company is almost solely connected to the income company receives from their contract. They want to be sure you can provide them your services even if they don't pay you or are late in payment.
Business sustainability is also important because there are other costs involved, i.e. in your case big cost is training of employees, good customer care needs good training to provide quality service. if a service company fails (i.e. call center) it shows in the profit.
The weird part of the story of course is the fact that big contractors often take small subcontractors to do the actual business :) - but that is another story.
The best thing you can do as a small company is to do business well, and it will eventually get you the big deal. If you sign a sub-contract try to sign something that will in the end give you the right to use the end client name as a future reference, so that you can build up your portfolio.