BPO Company Culture, 2019

This Market Insight will explore how large Business Process Outsourcers (BPOs) have created company cultures that have become a driver for customer experience (CX) excellence across global markets. Much more than a company call for donating to a favorite charity, it’s about employee volunteerism, feeding children, caring for the environment, day care, sports activities, blood drives and community support!

Readers will understand how these forward-thinking service providers are doubling down on their investments to transform their distinct company cultures into a competitive advantage. This study will discuss the net effect and global impact of culture on branding, lowering agent attrition, and increased customer satisfaction (C-SAT).

In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies:

Alorica
Atento
Qualfon
Sitel Group
Teleperformance
TELUS International
TTEC (Formerly TeleTech)

Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews and analysis. They do not necessarily reflect the views of the companies cited above. There is a separate section that delineates each company’s position with commentary and quotes. We sincerely thank these firms for their participation in this study. Frost & Sullivan has a global team of analysts and consultants, who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in what we term growth, innovation, and leadership (GIL). These companies have a keen eye to the future, and drive innovation that meets future needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and customer experience, and by doing so are growth leaders in their respective industries.

Identifying such companies involves extensive primary and secondary research across the entire value chain of specific products and/or markets. Two of the companies interviewed for this Market Insight have recently been recognized with Frost & Sullivan Best Practice Awards.

Global BPOs today believe that they have a fundamental obligation to help human society and our planet thrive. The challenge for them is this: Beyond charitable giving and employee volunteerism, how can they make an even bigger impact on engagement, agent retention, client relations and tenure? Can a BPO company balance its financial goals while supporting programs that have wide global societal impacts?


Author: Michael DeSalles