Business Process Outsourcing – does it work?
Many organizations have turned to Business Process Outsourcing as a means to gain a competitive advantage. The benefits can be plentiful including reduced operating costs, scalability, flexibility, expertise and access to the latest technology to name a few. However there are many things to consider beforehand such as training (how much and how often), what can you spend on site visits annually, how will they achieve your high quality and performance standards, are there contingency plans in place, management support and brand image. Without careful planning and execution, the benefits can evaporate in a flash. Bryan has worked very closely with The Globe and Mail’s BPO over the last 4 years and will share some of his insights on how this has worked out for them so far.
With over 20 years’ experience working in the Contact Centre industry, Bryan Fox brings an array of skills and experience to his role as Customer Care Manager for The Globe and Mail.
Bryan is responsible for leading their offshore Contact Centre operations as well as a core team of specialists in Toronto. His team provides technical support and customer service for the Globe’s suite of digital and print products. Since joining the Globe in late 2012, Bryan has helped transform their operations by expanding their offshore footprint to include inbound/outbound calls, retention and email support while building expertise with his team at head office to resolve more sensitive and complex issues. Bryan is an advocate for quality and dedicates himself to working with his team to produce exceptional customer experiences.