Finding the right outsourcing service provider can be a challenge. Aside from cost savings and high-quality service, many organizations begin their search unsure what exactly they should look for  — what does quality really entail, anyway?

Each company will rank the importance of various provider attributes differently based on their unique needs and how they operate. However, we’ve found that two frequently overlooked factors are essential to consider when looking at outsourcing providers — flexibility and turnover rate.

At first, these might not seem directly related to your company's success — but they actually play a significant role in a provider's ability to deliver top-quality service.

How Do Flexibility and Low Turnover Relate to High-Quality Outsourcing?

In our recent report on the state of outsourcing, we found that organizations are looking for the whole package when it comes to outsourcing — cost savings and quality service are top priorities. However, the results also show that, although most organizations are satisfied with their providers, they’re still willing to switch to a new provider (and many are even actively looking to do so).

Why the lack of loyalty? Many organizations report higher costs than expected, poor communication, and difficulty finding a good-fit vendor. 

So how do flexible outsourcing services with low turnover rates contribute to quality, cost savings, and solving these commonly experienced outsourcing issues?

Flexibility

In the context of outsourcing, flexibility refers to a vendor's ability to grow with your business and adjust to your needs without nickel-and-diming you with excessive change orders.

Sometimes, outsourcing contracts are priced so low that they become unsustainable — they’re designed to be rigid and achieved at the bare minimum, and any alteration will result in costly change orders. Over time, these changes can erode your original cost savings, leading to dissatisfaction. This sentiment is reflected in our survey results, which found that companies often pay more than they initially expected for outsourcing services. 

To avoid this pitfall, it's crucial to seek flexibility before signing on the dotted line. During the process of choosing the right BPO provider for your company, ask prospective vendors questions like:

• What is considered a change order?
• How do you approach a challenge like introducing new products?
• Can we add new services to the docket at a later date? What about phasing out old services we no longer need?
• Can we transition existing agents to different departments to maintain their brand knowledge and skill sets?

A truly flexible outsourcing provider offers tailored solutions and demonstrates the capacity to scale, adapt, and evolve alongside your business. This ensures they consistently deliver value and maintain high-quality service as your business needs change. 

We’ve found that when companies find a flexible, good-fit outsourcing provider, they tend to streamline vendors and engage this partner for tasks across various departments. 

It’s not just about immediate cost savings — it’s about ensuring long-term satisfaction and value.

With SupportNinja, flexibility is baked into our SLAs from day one. As your business needs change, we work with you to reevaluate strategies and adjust accordingly. 

Low Turnover Rate

While it often flies under the radar, turnover rate — how frequently team members leave — is arguably a critical KPI in BPO providers. 

High turnover in outsourcing often indicates burnt-out, dissatisfied employees — which can spell trouble for service quality. Low turnover, on the other hand, speaks to the quality of the workplace, culture, and overall environment.

Look for a provider who offers robust benefits and takes steps to foster employee well-being (especially when employees provide content moderation services, which can impact mental health without protective measures in place). 

Especially in terms of customer experience, outsourcing service level is deeply intertwined with turnover. A provider with low turnover means less staff replacement, so your outsourced team members will understand your company deeply and provide better, more consistent service as a result. In turn, this reflects positively on your company and can even increase customer lifetime value (CLV).

When you don’t need to replace team members very often, you’ll spend less time and resources on hiring, onboarding, and ramping up, and retain knowledgeable, highly engaged team members. In contrast, teams that regularly require new agents will spend more time struggling against the inevitable knowledge gap that comes with bringing new members up to speed. In other words, less turnover equals shorter, less severe disruptions in service, especially when it comes to outsourced customer service.

The right vendor won't just fill positions — they’ll choose team members who align with your brand and values, and create a productive, supportive work environment focused on building morale, preventing burnout, and representing your brand in the most positive way possible. 

Work with a Team That Prioritizes Flexibility and Retention

An adaptable outsourcing service provider with a stable, low-turnover team can provide a more predictable, efficient service, improving quality and potentially reducing costs. 

At SupportNinja, we’re proud to be value-centric. That means we strive to provide your company and your customers with the best experience possible, elevating the value of our services beyond the conventional realm of KPIs and SLAs. 

According to McKinsey & Company, contact centers see turnover rates of 20-60% — and the Daily Tribune Philippines reports voluntary attrition for BPOs in 2022 at 22%.

Our success is built upon our flexibility and the vibrant culture we foster within our team, which ensures our employee turnover remains remarkably low — averaging 1.5% voluntary attrition per month.

Ready to start gaining value? Contact us to get started.