Whether you’re outsourcing live chat support, data tagging, call center, or anything else in between, selecting an outsourcing partner is a complex task. No two businesses have the same needs, and with so many outsourcing solutions on the market, it’s becoming increasingly difficult to evaluate vendor credibility — not to mention compatibility with your organization.

In recent years, the increasing use of artificial intelligence (AI) to streamline business tasks has added another layer of complexity to this process. Cutting-edge AI solutions are exciting, but they can also be unfamiliar and ambiguous, with no widespread standardization to fall back on. Additionally, what’s new and innovative today might be obsolete tomorrow, so it’s difficult to identify worthwhile long-term solutions. 

With so many factors in play, how can you accurately assess the benefits and risks associated with an AI-enabled outsourcing provider? Let’s discuss some key considerations to keep in mind as you evaluate your outsourcing solutions.. 

AI-Specific Considerations for Outsourcing

Not sure how to decide whether potential vendors fit in with your outsourcing strategy and goals? Here are some tips:

1. Beware of the Hype 

Don’t fall into the trap of picking an outsourcing solution just because AI is included. Particularly with CX outsourcing, many providers offer basic AI. In some cases, providers have bolted-on rudimentary AI tools to their offerings primarily as a sales talking point rather than a genuine way to deliver value. So when you're evaluating BPO providers, look into what their AI actually does, and what it can do for your business.

Questions to ask:

• How will this vendor’s AI tool(s) deliver genuine value to your business?
• How do the AI capabilities compare to that of standalone AI tools?
• What stakeholders (consumers, CX agents, etc.) will benefit from this vendor’s AI offerings?

2. Evaluate the Customization Options

Some companies only offer cookie-cutter solutions that may not work for your unique processes and objectives.

Questions to ask:

• Can the vendor help you build and implement custom human-in-the-loop processes?
• Are you in full control of how the AI is trained and what materials it’s trained with?
• If needed, can the vendor create a bespoke system that aligns with your needs?

3. Consider Support Availability

AI tools aren’t a “set it and forget it” solution yet. Imagine purchasing a complex tool like Salesforce, then being left on your own when it comes to figuring out how to implement it. Hiring a developer to integrate it into your existing solutions and customize it to meet your needs could cost hundreds of thousands of dollars and take months — or years! The same concepts apply to AI.

Not all vendors consider adoption and customer success a necessary step when they sell an AI CX solution, so dig into their commitment to ensuring you have the shortest time-to-value on their tools. If a provider doesn’t include things like integration, implementation, and ongoing support within their contract, you could end up with a lot of extra work — and extra costs — on your plate. 

Questions to ask:

• Can this vendor provide the expertise and support you need to use their AI tools to their fullest potential?
• Can they provide training for your team?
• Can they help you integrate their AI with your existing tech stack?
• What’s included in their support services (24/7 tech support, algorithm updates, etc.)?

4. Prioritize Data Privacy

Many concerns about AI are related to data security and privacy. Examine each provider’s certifications and privacy policies carefully.

Questions to ask:

• How does the vendor ensure your data and your customers’ data are safe?
• How is the data collected and used?
• Do their practices adhere to all applicable data privacy regulations?
• Will they remove data from the AI database by request?

5. Check for Integrations

The purpose of including AI in your tech stack is to shift repetitive work to the AI and reduce mistakes, especially with detail-oriented tasks. Manually moving data to a disconnected part of your tech stack decreases efficiency and increases the risk of human error.

Questions to ask:

• Will the system integrate with your entire tech stack or just part of it? 
• Can the vendor build and implement custom integrations for you?

6. Demand Quality, Not Just Efficiency 

AI-enabled outsourcing is not just about getting the work done — it’s about doing it well and driving positive results for your business. Especially if your vendor will be in a customer-facing role, as with outsourced customer service, quality should be a top concern.

Questions to ask:

• Are the vendor’s AI offerings primarily designed to boost speed / efficiency, or do they also aim to improve the quality of the customer’s experience with your brand?
• How will they ensure that their AI-enabled processes meet or exceed your quality standards?

General Considerations for Outsourcing

In addition to digging into AI-related questions, you’ll also need to ensure your outsourcing partner is a good fit for your company in a broader sense. Here are some general factors to consider when evaluating potential BPO partners (though they’ll likely have some overlap with your AI considerations!):

Experience and Reputation 

Outsourcing vendors with experience in your industry will have a better understanding of your needs. Depending on the tasks you're outsourcing, they may need subject matter experts who comprehend the intricacies of your brand, customers, and market positioning.

You can gauge the opinions of others in your industry by looking at case studies, reviews, and testimonials.

Communication Style

A good outsourcing partner will be transparent and proactive in their communication.

Regardless of whether you prefer a more hands-on or hands-off approach, they should provide regular reporting to keep you informed and respond promptly to your questions or concerns. 

Value

Cost savings is often a primary goal of outsourcing, but it shouldn’t be the only goal. Your outsourced team should add value to your organization and improve quality, not sacrifice it. 

The right outsourcing partner will deliver expertise and efficiency that contribute to your business’ growth and success.

Time to Value

How quickly do you need your outsourced team up and running?

If you’re on a tight timeline, choose an outsourcing partner who can quickly familiarize themselves with your operations, integrate into your team, and start delivering results.

Agility

Outsourcing should help you scale on your terms.

Choose a provider who can deliver flexibility by scaling your outsourced team up and down according to your needs (ideally without excessive change orders).

Contract Style

This is strongly related to agility — your needs may change over time, so consider whether you’ll be locked into a long-term contract, as well as how easy (or difficult!) it will be to make changes. Always ask whether adjustments require a change order, and how the provider manages that process.

Watch out for ambiguity and hidden fees as well — the service level agreements (SLAs) should be crystal clear.

Alignment With Your Business Goals

Whether you’re outsourcing customer experience, content moderation, or technical customer customer support, reflect on the “why” behind hiring an outsourced team.

Your new team should align themselves with your overall goals, beyond hitting a target number of calls or resolution times.

Values and Culture

Your outsourcing partner should bring value and high-quality service to your business but also consider how they achieve it. Is it through positive employee experiences, opportunities for growth and upskilling, and a culture built to support the well-being of their teams? 

Do they encourage their team members to look beyond the initial ask to seek out efficiencies and solutions for long-term success?

Team Selection and Involvement

Whether you want to hand select your team and stay involved in training and day-to-day management or you prefer to trust the provider's expertise, look for a partner that lets you choose the way of working that works for you.

Choosing the Best Outsourcing Partner for You

Selecting an outsourcing provider requires careful thought. If you’re looking for an AI-enabled outsourcing partner, don’t just focus on the technology itself, but also on how it can work together with human team members to deliver value and help you achieve your business goals. 

Ready to explore your outsourcing options? Get in touch with SupportNinja.

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