In today’s competitive business environment, the provision of commercially-relevant business process services is crucial for any outsourcing relationship. It is necessary to be agile, flexible and capable of showing a deep level of subject matter expertise. So often in today’s services marketplace, vendors attempt to dictate terms to their customers. And it has been proven, time and time again, that this simply does not work. In my view, the outsourcers that will prevail are those that work in tandem with their customers to accommodate their needs (and those of their consumers). Any other approach simply won’t work.
Full disclosure – I look at this dynamic with the unique perspective of someone that is not only the CEO of a front-office BPO, but an industry veteran who has also been involved in running captive contact center operations. Conversely, I have also taken on the role as an outsourcing client a number of times. This combination of experience has afforded me unique insight that I am fortunate to transfer to my new role as CEO of Conduit Global. One of the main reasons I was attracted to Conduit Global is the company’s ability to innovate around solution creation. With a successful history of over 20 years in the front-office BPO space, Conduit Global has a track record of responding to customers’ needs by providing excellent front-line execution and value as a true business partner. How did we do this? We adopted an ethos that is 100% customer-centric.
In providing contact center services to firms in the telecommunications sector, we continuously work to ensure that we are driving loyalty and repeat business with every single interaction, whether voice or non-voice. This of course applies to our customers in other sectors, as well. One of the most salient examples of this is our recently-announced deal with Xerox, in which Conduit Global has been commissioned to ensure the smooth functioning of its contact centers and to provide the added-value services related to technology and platform modernization. And this is just the tip of the iceberg.
In the not-so-distant future, the outsourcing community and its clients can expect to see Conduit Global focused on providing existing and prospective clients with strong solutions that meet their specific challenges whether driven by industry, technology or geography. Speaking from decades of experience, each customer is so unique that it is absolutely imperative that as an outsourcing solution, we tailor to address every business’ specific needs. While in some cases, lessons can be learned from previous deployments, Conduit Global is not a provider of one-size-fits-all solutions.
I look forward to immersing myself in the exciting world of third-party delivery, this time from the vendor side. We have a lot of work and innovation ahead of us. With changes happening so rapidly in customer management operations, the time is now to dive in deep and focus on our customer’s challenges and needs, and address them in true partnership fashion.
-Jay Rosenblatt, CEO