Why A Platform Strategy Beats BPO For Your Sales Strategy
As the year draws to a close I have been thinking about one of the most common questions people ask about yoummday - what is the difference between a CX platform and a business process outsourcing (BPO) solution?
Why A Platform Strategy Beats BPO For Your Sales Strategy
As the year draws to a close I have been thinking about one of the most common questions people ask about yoummday - what is the difference between a CX platform and a business process outsourcing (BPO) solution?
On the surface it seems like a fair question because the BPOs offer armies of customer service agents in their contact centers. The yoummday platform offers access to thousands of skilled talents - our preferred term for agents.
So both solutions are offering companies a solution when they need to handle a large amount of customer engagement, but they are very different.
I’d summarize the biggest differences like this:
BPO
Generally the workforce is early career individuals without a large amount of life or work experience. They need to commute to work in an office. They need to work the hours their BPO tells them. They need to work for the client their BPO assigns. They don’t have much agency and probably spend a large amount of their shift counting the minutes until they finish.
Yoummday Platform
The talents choose to work from home, they choose their hours, and they choose which brands they want to support. Often they have deep work experience in the industry they are supporting or they are a fan of the products. So they are later into their career, with more experience and because they are choosing which brands they support, they are more excited about each minute they are helping customers - or fellow fans.
This summary is talking about a customer service process, but imagine if you were designing an outbound sales team - or you were trying to blend upselling and cross-selling with your support team. Which of the two strategies is going to create a better sales team?
I don’t think it’s the team staring at the clock all afternoon.
Don’t just take my word for it, we have the proof with real clients that compared our platform to their traditional BPO teams in contact centers.
I wrote earlier this year about the 2024 Vodafone Ziggo sales challenge.
As I stated back then to summarize the challenge: “Participating in the rigorous Sales Challenge 2024, yoummday went head-to-head with Vodafone Ziggo’s array of outsourcing service providers, including five prominent brick-and-mortar call centers situated and operated in the Netherlands. In outperforming its competitors, yoummday secured the highest volume of customer acquisitions within the predetermined timeframe, showcasing its unparalleled ability to drive sales and generate results.”
This is the bottom line. When you compare a sales operation on the yoummday platform to a traditional BPO environment with agents in a contact center, the platform wins. Just ask Vodafone Ziggo in the Netherlands!
For more information about the agile yoummday approach to twenty-first century sales and customer experience please check our website here…
Creative Commons Photo by: Clem Onojeghuo
