– Frost & Sullivan whitepaper reveals the correlation between culture and top-line revenue growth for outsourced customer management
MOUNTAIN VIEW, Calif., Nov. 5, 2014 /PRNewswire/ — Many organizations choose to enlist a global outsourcer for customer support. A new whitepaper from Frost & Sullivan discusses why firms that place cultural compatibility between themselves and their outsourcing partner(s) as a top priority, yield greater long-term success versus those that engage with traditional outsourcers competing exclusively on cost savings.
The recent Frost & Sullivan whitepaper, entitled The Culture Value Chain: Business Impacts Defined, sheds light on how businesses can drive growth and revenue through the establishment of a strong corporate culture.
Strong links between employee engagement and top-line growth have already been established for culture-focused organizations and their internal contact centers. When necessary, businesses should seek to identify the appropriate outsourcing partners, thereby avoiding "Cultural Misalignment" – a constant threat to successful outsourcing relationships.
"In order for the relationship between provider and client to work well over the long-term, both parties need to be in-sync culturally," said Frost & Sullivan Customer Contact Global Program Director Stephen Loynd. "Premium brands, in particular, want to be able to shape a positive Customer Experience, and a great company culture is at the heart of making that a reality."
This whitepaper addresses the benefits of "Cultural Alignment." Frost & Sullivan explores a six principle framework developed by TELUS International, what TELUS calls the "Culture Value Chain." It is a framework that explains how a business can improve employee engagement to reduce voluntary agent attrition and create an overall enhanced Customer Experience.
"Low attrition rates and long tenure are associated with higher CSAT and NPS, resulting in top-line growth for clients of outsourcing companies that incentivize employees to stick around and build a career," notes Loynd.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants. For more than 50 years, we have been developing growth strategies for the Global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
About TELUS International
TELUS International delivers contact center outsourcing and BPO solutions to some of the world’s top brands. With locations throughout North America, Central America, Asia and Europe, our team members are passionate about sustaining our thriving customer service culture founded upon our value proposition to enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is backed by its multi-billion dollar telecommunications parent, TELUS Corp. More information at: http://telusinternational.com.
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