Why Should You Consider the Middle Market?
Bigger isn’t always better, and that is certainly true in the call center industry. There are a handful of enormous BPO providers that tend to dominate the conversation (and the search results), but there are hundreds of high-quality mid-sized vendors that are driving success by providing top-notch customer support and white-glove service for their clients.
Finding an outsource call center that will be a partner in your success means finding one that’s the perfect size – and that means including the middle market in your considerations. It’s never desirable to be a small fish in a big, crowded pond, and this is especially true in the outsourcing industry. Partnering with a middle-market outsource call center can position you as a marquee client for your partner; this way you’ll never be overlooked or considered a lower priority.
There are many reasons the middle market tends to offer a better value for most companies, including:
Going with a larger vendor can be appealing, particularly because they have proven themselves by supporting massive operations for major companies. In reality, you’ll often find yourself waiting in line behind those larger clients and their massive budgets. Middle market providers offer you the opportunity to be a big fish in a small pond.
The big vendors tend to require that you fit your business into their established systems, with few options for variation. Middle market call centers are much more flexible and eager to work with you to develop customized systems designed with you in mind.
Middle market vendors run leaner operations and know that they can’t rest on name recognition to demand inflated prices. Your dollars support the call center’s facilities and the people who man the phones, not executive bonuses and lavish incentives aimed at wooing potential clients.
Quality and Performance
We are constantly updating our databases with performance data, and we consistently find that middle-market call centers score higher on key performance indicator metrics such as higher quality and CSAT scores than their larger counterparts. They know the key to continued success is meeting and exceeding goals, so they prioritize this above anything else.