Five Takeaway from the Alliance BPO Leadership Summit

In today’s CX environment – which is prone to vacuous hype cycles like no other time in recent memory – true thought leadership around third-party customer service delivery is becoming a rarity.  This is why the recently held BPO and CX Leadership Summit hosted by Alliance BPO Services was so important in providing clarity on a number of customer management topics.

Assembling influencers, outsourcing executives and enterprise buyers from around the world, this gathering highlighted important aspects around Alliance BPO itself, as well as broader themes that should be top of mind for CX leaders, no matter the location or vertical.  Among the most important were:

• Alliance BPO is an emerging outsourcer on the move – having been founded less than a decade ago, Alliance BPO Services is growing rapidly with an impressive list of clients. This is being driven by several factors, not the least of which is a strategic, forward-looking view on the CX world that focuses on quality outcomes, derived through humans augmented by the right technology tools.  Alliance BPO’s expanding client roster, delivery centers and in-house technology development show that emerging outsourcers can bring a tremendous amount of value to the customer management table.
• Partnerships count – Alliance BPO is able to offer a variety of services and languages to its client by forging strategic partnerships with outsourcers around the world. During the BPO and CX Leadership Summit, its executives leaned into these relationships by including virtually its white label partners in the event to demonstrate that its reach includes skill sets found in South Africa and the European nearshore.  As a growing provider, Alliance BPO has prosecuted the case that an operator does not need to hold certain functions or languages in-house; it’s a case of taking leveraging the capabilities of like-minded, quality players in a partnering model.
• Mexico’s value is enduring as an offshore destination – make no mistake about it, Mexico remains one of the most important and well-respected delivery destinations anywhere on the planet. This goes back two decades, when it was one of a handful of offshore locations. Today, Mexico is still widely seen as a must-have in an enterprise’s portfolio for servicing the US market.  But, with more buyer interest in business continuity than ever before, risk management and the chance to take advantage of tremendous skill sets found on the ground in this vast country, Mexico appeals to a wider range of prospective clients. How else would Alliance BPO been able to secure attendance at its BPO and CX Leadership Summit from delegates coming from destinations that include the UK and Bulgaria?
• Tier-2 cities add CX value – the days of outsourcers and their clients believing that operations need to be housed in major metropolitan centers are long-gone, with many realizing some time ago that there is just as much opportunity in smaller but equally-dynamic urban centers where they can source talent and quality facilities. International attendees at the BPO and CX Leadership Summit had a first-hand view of this, meeting Alliance BPO’s motivated front-line workforce and seeing its high-quality commercial property.  It re-enforced that these advantages can be found outside of Mexico’s largest cities, in more manageable communities.
• Hermosillo is an opportunity for BPO delivery – admittedly, Hermosillo is not the first city that rolls off the tongue when thinking about where to house CX delivery in Mexico. The BPO and CX Leadership Summit held by Alliance BPO is the initial step in changing this dynamic, and with good reason.  This urban center less than 4 hours from the Arizona border is home to nearly 1.5 million people, with multiple post-secondary education institutes, a pro-business economic development agency and expanding air travel facilities.  On the ground, bilingual talent is readily found, as are a number of locally owned and global outsourcing operators.  As capacity in Mexico’s CX sector migrates away from traditional, more-costly delivery points, watch for Hermosillo to absorb more workstations from BPOs and their clients eager for a new quality delivery point.