Relying on a single BPO for your contact center is like going to the same restaurant every time you eat out. Sure, you know the menu, and it’s convenient—but you might be overlooking other exciting opportunities and fresh perspectives.
For businesses that have grown beyond the basics, sticking with one provider may feel safe, but it could also limit your ability to innovate, optimize, and grow.
Here’s where the champion-challenger model shines. By introducing a second BPO, you can unlock new opportunities to enhance customer experience, improve efficiency, and most importantly, collaborate on strategies to grow your revenue.
1. BPOs Are More Than Customer Service Providers
Modern BPOs aren’t just there to answer inquiries—they’re your partners in driving growth. A great BPO will collaborate with you on projects like upselling strategies, subscription renewals, customer retention campaigns, and more. Adding a second provider means you can tap into fresh ideas and approaches to engage customers and generate revenue.
2. Competition Drives Innovation
With two providers, you foster a competitive environment where each BPO strives to outperform the other. This means new tools, better training programs, and creative solutions to enhance both customer experience and revenue growth. It’s not just about answering calls—it’s about creating meaningful interactions that drive loyalty and sales.
3. Reduce Risk and Boost Resilience
Relying solely on one provider can leave your business vulnerable to disruptions. A second provider ensures that you have a safety net and the flexibility to adapt to unexpected challenges—whether it’s a sudden spike in customer demand or changes in your business strategy.
4. Compare Performance and Choose the Best Fit
A champion-challenger model allows you to measure performance objectively. Assign specific functions—like outbound sales, product support, or retention campaigns—and compare metrics like conversion rates, revenue per interaction, and customer satisfaction. The insights you gain will guide you in making data-driven decisions about your partnerships.
5. Scale Up Without Sacrificing Quality
Growing businesses often face scaling challenges, especially during peak seasons or product launches. A second provider can help you handle surges in demand without compromising on quality, ensuring your customers continue to receive excellent service—and your revenue streams keep flowing.
6. Maximize ROI and Reduce Costs
Competition between providers doesn’t just benefit performance; it’s also great for your bottom line. When BPOs know they’re being evaluated side-by-side, they’ll work harder to offer competitive pricing, streamline processes, and find efficiencies that save you money while driving results.
7. Accelerate Revenue Growth Through Collaboration
By leveraging the unique strengths of multiple providers, you can build more effective strategies to grow your business. Whether it’s cross-selling, launching loyalty programs, or improving retention rates, having two BPOs working alongside you ensures no growth opportunity goes unexplored.
When Does This Make Sense?
This model isn’t for every business. Smaller companies with modest customer interaction volumes may find sticking with one reliable provider more practical. But for larger organizations managing high volumes, multiple markets, or complex projects, the champion-challenger approach can unlock unparalleled potential.
How to Start
Getting started is easier than you think. Begin by identifying areas where your current provider could improve—whether it’s revenue generation, customer engagement, or operational efficiency. Onboard a challenger BPO to test their approach, measure results, and see how they stack up.
At Call Center Concierge, we’ve seen how this strategy transforms businesses. In fact, our portfolio partners have consistently outperformed incumbent BPOs, delivering measurable improvements in performance, customer satisfaction, and revenue growth for our clients.
So, ready to go beyond answering calls and start driving real results? Let’s talk about how the champion-challenger model can elevate your contact center strategy and your bottom line.