Effective Workforce Management when partnering with BPOs

Overview

Attrition rates in the contact center have held steady in the post-pandemic era despite the spike in resignations experienced by almost every other industry. But in a frenzied labor market characterized by greater choice and remote work, it has become harder than ever to replace all of the agents who leave an organization each year.

That’s why an increasing number of contact centers are turning to business process outsourcers (BPOs) to hire the agents they need to meet escalating customer expectations. This trend is expected to continue, with the worldwide BPO market projected to increase at a 9.1% compound annual growth rate (CAGR) between 2022 and 2030.

Working with a BPO can help your organization manage retention and grow rapidly while keeping costs at an agreedupon price and controlling service-level (SLA) expectations. At the same time, however, it can introduce new challenges when it comes to workforce management. NICE Workforce Management (WFM) offers a solution.