Regardless of whether a retailer is a global or a local brand, the task of providing a consistent, rewarding, and exceptional consumer experience is no easy one.
One potential approach is to collaborate with a business process outsourcing firm, an external service provider that specializes in providing an exceptional retail customer experience.
A forthcoming webinar entitled “Optimizing Your Customer Experience: Mastering Retail” Year-Round,” which is sponsored by iQor, will concentrate on three critical strategies for delivering an exceptional customer experience during each season of the year. An expert panel will participate in the fireside conversation discussion: Tone Holmen, senior vice president of operations at iQor; John Swain, vice president of account management, retail at iQor; and Brian Madonna, vice president of operations at Universal Screen Arts, Inc.
In the free webinar, the panelists will explain that operational excellence is an essential component for retailers that aspire to deliver a satisfying customer experience on a daily basis. This process encompasses the recruitment and hiring of the customer service team, as well as the implementation of an efficient operations process.
In order to offer a glimpse of the webinar discussion, RetailCustomerExperience contacted Swain to obtain insight into the reasons why the BPO approach can be beneficial to a retailer, as well as the opportunities and benefits that retailers can derive from a CX partnership. Register for the complimentary webinar by clicking here.
Q. Let us commence by providing a brief overview of iQor and its approach to customer support.
A. iQor is a business process outsourcing company that is well-suited to assist retailers in the development of exceptional consumer experiences. iQor offers a comprehensive array of scalable offerings that are designed to deliver enterprise-quality customer experience (CX). These offerings include full-service and self-service options. Through the optimal combination of digital and human capabilities, iQor assists retail brands in providing the most sought-after consumer experiences in the world. Our clients’ diverse requirements are accommodated by our work-in-office and work-at-home teams, which provide assistance from domestic, nearshore, and offshore locations. Our seven iQorian Values are the driving force and inspiration behind all of our efforts to guarantee a rewarding customer experience. We unlock the ultimate customer experience by leveraging our strategic use of AI, a diverse array of agile solutions, and decades of CX expertise as a trusted partner to our clients. iQor’s omnichannel support experience enables retailers, e-tailers, and e-commerce and catalog brands to establish a connection with consumers on their terms.
Our customer experience (CX) specialists collaborate with retailers to develop intelligent channel optimization strategies that are consistent with the requirements of their customers. We are a strategic partner that provides our clients with custom CX solutions, the ability to adapt to changing requirements, and the thought leadership necessary to drive success. We implement automation in critical areas to surpass customer expectations for hyper-personalized, seamless omnichannel support, including in-app messaging and AI-powered agents. iQor’s Symphony [AI]™ ecosystem enhances agent performance throughout the employee lifecycle, providing employees with innovative strategies to maintain a positive attitude and provide exceptional customer service. The employee experience is optimized from the initial contact with recruitment to the years of customer service experience they accumulate on the production floor by integrating advanced machine learning models with iQor’s years of accumulated process knowledge in this next-generation AI ecosystem.
Q. What are some of the common misconceptions that retailers may have regarding outsourcing customer support?
A. Retailers may have concerns regarding the appropriateness of outsourcing customer support for their brand when they are contemplating outsourcing for the first time. Here are a few of the numerous advantages that outsourcing can provide.
Brand ambassador: The outsourcing partner should represent the brand with the same level of passion and enthusiasm as the internal team. iQor fosters a culture that generates brand ambassadors for the retailers we endorse. Customers experience a seamless and authentic interaction with a retail brand’s service line. For more than a decade, iQor has served as the exclusive point of contact for a large number of retail clients. We cultivate an environment in which our team, which encompasses frontline agents, supervisors, and beyond, develops a profound affinity for the brands they service. By aligning ourselves with the objectives of our clients, we establish ourselves as a reliable business partner. We ensure that every interaction with our retail clients is as real as if the consumers are communicating directly with them.
Control: Retailers are granted the ability to determine the consumer experience they wish to offer their customers through a successful outsourcing partnership. iQor has a long-standing reputation for collaborating closely with our retail clients to ensure that the brand values of the retailers are aligned with the frontline employees. This guarantees that retailers have access to comprehensive information regarding service delivery by means of customized reporting and close collaboration with project managers.
Cost-effectiveness: Outsourcing customer support is frequently more cost-effective than maintaining an in-house customer support team. This is due to the fact that it eliminates the necessity for recruiting, hiring, onboarding, training, nesting, coaching, supervision, project management, workforce management, process improvement, and change management, as well as the infrastructure costs typically associated with a customer support function.
Data security: Our retail clients are assured of their security due to iQor’s substantial investment in and dedication to a zero-trust approach. In order to safeguard our clients’ data and systems from the most recent threats and guarantee a secure environment for the client data we store, manage, and analyze, iQor employs a dynamic security approach known as zero trust.
Transparent communication: iQor promotes open communication from the C-suite to frontline agents by adopting a genuine partnership approach and establishing open communication from the very beginning. From over 40 locations in 10 countries, we offer outsourcing support in both English and Spanish. We guarantee the proficiency of our multilingual support teams to deliver customer service that retailers can trust by conducting ongoing training, mentoring, and performance monitoring.
Quality control: Specialized expertise is provided by outsourcing customer support to enhance the quality of service. Through a dedication to training, career advancement, an employee-centric culture, and the refinement of highly effective processes over time, iQor has accumulated decades of experience in the provision of high-quality service. In addition, iQor’s Symphony [AI] enhances employee engagement and performance by utilizing our accumulated process knowledge through a robust AI ecosystem to cultivate content employees who consistently demonstrate high levels of qualification for the brands that entrust us with their customer service.
Seasonal staffing: BPOs with extensive experience provide a high level of reliability in terms of ensuring that frontline agents are prepared to succeed from the outset and for rapid escalation. iQor has a demonstrated history of rapidly increasing its seasonal workforce to accommodate the highest volume of demand during holidays, special events, new product introductions, and other occasions, even when given only a brief amount of notice. iQor’s recruiting, onboarding, and training processes have been refined over decades of collaborating with retail brands and are enabled by Symphony [AI] to ensure that their personnel requirements are met year-round while maintaining performance excellence.
Specialized training: iQor collaborates with our retail clients to create ongoing and personalized training and mentoring for our customer service teams. Our training programs have been recognized with over 40 accolades. The sQholar Program comprises over 60 hours of integrated learning assignments and is conducted over a four-month period. Workshops, training courses, and job shadowing sessions comprise the LevelUp Program, which equips individuals with the necessary skills to assume managerial responsibilities. The iLead Program includes continuous coaching conversations regarding personal and professional development. Our exclusive PeaQ Performance Qoaching Workshop is designed to cultivate the fundamental leadership skills of new supervisors, agent team leads, and operations managers. These training programs are merely a fraction of the extensive training opportunities that are a component of iQor’s organizational development function. We recommend that retailers who are contemplating outsourcing all or a portion of their customer service function initiate a dialogue to determine the partner that is most appropriate for their brand’s specific requirements.
Q. When evaluating potential BPO partners, what should a retailer be aware of, and why is iQor superior to the rest?
A. Every retailer aspires to provide consistently exceptional customer service that is cost-effective and tailored to the specific requirements of their customers. The following attributes are indicative of a robust BPO collaborator, according to us at iQor.
Mentality of a partner: Client relationships have been regarded as partnerships throughout the existence of iQor. We frequently acquire a comprehensive understanding of our clients’ enterprises to the extent that they reach out to us with inquiries that they are unable to address internally. We adopt a proactive strategy for customer experience solutions. In client relationships where iQor is one of several BPOs, we are frequently referred to as the most strategic BPO relationship in their portfolio, providing innovative solutions and thought leadership that are tailored to their requirements.
Culture that prioritizes the brand: Additionally, our partner perspective is relevant to the establishment of a brand-centric culture. The retailer’s brand is fervently embraced by our frontline agents. Agents are trained to be familiar with your brand, which is why they adopt the brand’s culture during each interaction. The agent’s enthusiasm for your brand is as robust as that of the retailer’s personnel.
Accept all circumstances: We comprehend the significance of the phrase “anticipate the unexpected.” We have witnessed every instance. In terms of our partner mindset, we are prepared to respond to situations that may necessitate workforce management adjustments, personnel, or a transition to a different form of service delivery, such as chat, SMS, or social media, at a moment’s notice. We maintain a constant focus on the business objectives of our retail clients and are prepared to promptly adjust to changing circumstances.
Ongoing training: The organizational development team at iQor is committed to providing training on the most effective practices in active learning classrooms. Hundreds of iQor trainers provide interactive learning programs that engage agents in a meaningful way, enabling them to swiftly and proficiently transition to the production floor of service delivery and deliver consistently outstanding service.
Digitally irresistible: At iQor, our objective is to consistently surpass or meet the key performance indicators (KPIs) of our retail clients, thereby generating happiness for both our clients and the customers we serve on the front lines. We employ digital technology in the most critical areas to engage retail consumers in their preferred channel. We are consistently attentive. A successful outsourced consumer experience that meets retailers’ KPIs and enhances their bottom line is built on a trust-based relationship.
Q. Prior to collaborating with a BPO/iQor, what internal or strategic actions should retailers take?
A. In order to guarantee a successful outsourcing collaboration, iQor suggests that retailers implement the subsequent internal and strategic measures. We provide our retail partners with comprehensive support throughout the entire process to ensure their success. Our New Program Implementation Team, which is interdepartmental and industry-savvy, ensures a seamless transition to outsourcing, and our executive and operations teams are easily accessible.
Define the objectives: Clearly define and communicate the specific objectives and goals that you wish to accomplish through a partnership with a BPO. Having well-defined objectives is essential, regardless of whether they pertain to expanding operations, reducing costs, or enhancing customer support.
Conduct an evaluation of the existing procedures: Assess the current internal processes to determine the areas that can be outsourced. Identify the processes that are well-defined and those that require updating and improvement.
Cost and budget analysis: Provide a thorough cost analysis and budget for your existing CX delivery systems. Plan to address the financial implications of outsourcing, taking into account both the short-term and long-term costs and savings.
Risk assessment: Evaluate the current potential for internal hazards associated with CX delivery, including data security, compliance, and quality control. Prepare to engage in a conversation regarding the manner in which a zero-trust approach to data security, such as that employed by iQor, mitigates threat risks.
Determine critical metrics: Establish key performance indicators (KPIs) and metrics that are consistent with your business objectives in order to evaluate the partnership’s success.
Cultural compatibility: Prepare to engage in a conversation regarding iQor’s strategy for ensuring that it is consistent with the values and culture of your organization. A successful partnership will result from a mutual comprehension of your brand’s identity.
Legal and compliance considerations: To guarantee that iQor adheres to these regulations, it is recommended that you evaluate the legal and compliance requirements associated with outsourcing in your industry and/or location.
Requests for proposals: Formulate a comprehensive Request for Proposals to invite proposals from prospective BPO partners. Incorporate your evaluation criteria, expectations, and requirements into the RFP. Prepare for a meeting with iQor to evaluate a personalized response to your RFP.
Due diligence: Perform a comprehensive investigation of potential BPO providers that you are contemplating in addition to iQor. Take into account their financial stability, client references, experience, and retail track record. Organize a visit to iQor’s facilities to engage with the individuals on the frontlines of service delivery and the leaders in the trenches.
Contract negotiation: Be prepared to participate in contract negotiations to guarantee that the contract accurately defines the roles, responsibilities, service levels, and dispute resolution mechanisms to your satisfaction.
Transition plan: Develop a comprehensive transition plan that delineates the manner in which processes and responsibilities will be transferred. This should encompass communication strategies, training, and a timeline.
Change management: Provide guidance to your internal teams regarding the potential changes that outsourcing may bring.
Offer training and assistance to personnel who will collaborate with iQor.
Communication Strategy: Establish efficient communication channels and points of contact with iQor. Establish a culture of transparency and open communication to ensure that any concerns are promptly addressed.
Performance monitoring: Develop a system for monitoring iQor’s performance in accordance with the agreed-upon key performance indicators. Regularly review and discuss performance and make adjustments as required.
Retailers can establish a successful partnership with a BPO such as iQor by meticulously addressing these internal and strategic considerations. This preparation guarantees that the results you desire in a CX outsourcing partnership, efficient operations, and alignment with your business objectives are achieved.