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Having a partner BPO (Business Process Outsourcing) has been a business model for many progressive (and aggressive!) global businesses. But in the years following the pandemic, it is no longer an add-on but a necessity if scaling up is an objective.
Here are some of the biggest problems US companies face and why partnering with a trusted BPO is a solution.
In today’s fast-paced and constantly shifting business landscape, companies across the United States face numerous challenges that hinder growth, profitability, and operational efficiency. From talent shortages to cost pressures and the relentless need for innovation, navigating these issues can be overwhelming. However, partnering with a trusted BPO provider has emerged as a highly effective solution. Below, we explore three of the most pressing problems faced by US companies today and why engaging a BPO partner can address these challenges head-on.
Problem 1: Talent Shortages and High Employee Turnover
One of the biggest challenges plaguing US companies is the ongoing labor shortage. According to a study by the US Chamber of Commerce, more than 50% of small and medium-sized enterprises (SMEs) report difficulties in finding skilled workers. The COVID-19 pandemic exacerbated this problem, prompting many to leave the workforce or seek remote, flexible work options.
Moreover, employee turnover is at an all-time high. The US Bureau of Labor Statistics reported that in 2023, voluntary quits among employees were consistently elevated, leading to additional recruitment and training costs.
How a trusted BPO Helps:
Engaging a BPO partner provides access to a global talent pool, ensuring that businesses are not limited to their immediate geographic area. BPO firms specialize in recruiting, training, and retaining top talent across various industries. Whether companies require customer service representatives, IT specialists, or back-office support, a BPO partner can fill these roles quickly and efficiently.
Additionally, BPO companies often have established employee retention programs, reducing turnover and ensuring continuity. As Roselle Lao, Talent Acquisition Director notes, “Our ability to find and onboard skilled personnel quickly helps our customers. It has also been a priority for us at cxperts to keep engagement and job satisfaction rates high as it benefits everyone in the long run.”
Problem 1: Rising Operational Costs
Another significant challenge US companies face is the rising cost of operations. Inflation, real estate expenses, utilities, employee benefits, and healthcare costs continue to climb, eating into profit margins. For many businesses, these mounting costs make it difficult to stay competitive without sacrificing quality or customer experience.
A 2022 survey by Deloitte found that 60% of US businesses had to raise prices to offset rising operational costs, leading to potential customer dissatisfaction and loss of market share.
How a trusted BPO Helps:
Outsourcing non-core business functions to a trusted BPO partner can lead to substantial cost savings. By leveraging economies of scale, BPO providers can perform tasks such as customer support, payroll, and data entry at a fraction of the cost that companies would incur doing them in-house.
Furthermore, outsourcing allows companies to convert fixed costs (such as office space and equipment) into variable costs, meaning businesses only pay for the services they use. “Engaging a BPO partner enabled us to reduce our overhead by 35% without compromising service quality,” says Emilio Dominguez, CFO of a mid-sized technology firm in Chicago.
BPO firms also offer access to advanced technology and automation tools that can further reduce manual processes and streamline operations, resulting in even greater cost efficiencies.
Problem 3: The Pressure to Innovate and Stay Competitive
Innovation is no longer a luxury but a necessity for companies looking to stay relevant. Businesses are under constant pressure to improve customer experiences, launch new products, and adopt the latest technologies. However, the pace of change can be overwhelming, especially for companies that lack the internal resources or expertise to keep up.
A 2023 Gartner report revealed that 72% of US executives feel their companies are falling behind in digital transformation efforts. Moreover, many businesses struggle with integrating new technologies or scaling innovation initiatives.
How a trusted BPO Helps:
BPO providers bring industry expertise and cutting-edge technologies to the table. Trusted BPO partners often have experience working across various sectors and can offer valuable insights and best practices. By outsourcing innovation-driven functions—such as digital marketing, data analytics, and IT development—companies can accelerate their transformation efforts without disrupting day-to-day operations.
Many BPO firms are also leaders in process automation and AI implementation. By partnering with a BPO provider, companies can access these tools without having to invest in expensive software or technical training. “Our BPO partner’s AI-driven insights helped us optimize our supply chain, reduce errors, and improve customer satisfaction,” shares Sarah Patel, COO of a nationwide retail chain.
Moreover, BPO providers offer scalability. Businesses can ramp up or scale down operations depending on market demand or product launches, providing the agility needed to stay competitive.
Choosing the Right BPO Partner
While the benefits of BPO are clear, choosing the right partner is crucial. Companies should look for BPO providers with a strong track record, industry certifications, and robust data security measures. It’s also important to select a partner that aligns with the company’s values and goals.
Paul Reynolds, CEO of a leading BPO consultancy, emphasizes, “The right BPO partner isn’t just a vendor; they’re a strategic extension of your business. When trust and collaboration are in place, the potential for growth and success is limitless.”
US companies today face a gamut of challenges: talent shortages, rising operational costs, and relentless pressure to innovate. Engaging a trusted BPO partner offers a comprehensive solution, providing access to skilled talent, cost efficiencies, and the tools necessary to drive innovation. By leveraging the expertise and resources of a BPO provider, businesses can overcome these hurdles and position themselves for sustained success in an increasingly competitive marketplace.
For companies seeking to scale, adapt, and thrive, partnering with a trusted BPO provider is not just an option—it’s a strategic imperative.
Talk to us.
Cxperts is a leading company that offers worldwide multichannel demand generation and customer engagement services. We have a strong presence in multiple locations, including the USA, the Philippines, Colombia, Guatemala, and soon, Mexico and South Africa.
We collaborate with businesses to deliver outstanding customer service that fosters brand loyalty. Our approach combines physical centers and remote work models, utilizing the best resources available in each location.
Cxperts is a top-tier customer experience (CX) provider that excels at delivering exceptional CX for brands of all sizes. Our comprehensive contact center solutions encompass a wide range of customer experience and business process outsourcing services. These include customer care, white glove services, technical support, sales, collections, and back office support.
In our state-of-the-art contact centers located in the Philippines, Guatemala, and Colombia, we offer rewarding and impactful careers to a global team of cxperts. In addition, our work-at-home solutions offer brands the flexibility to tap into a vast pool of highly skilled individuals.
