Finding Better CX Talent OffShore
Updated: Jun 13
Every day, companies are faced with the challenge of finding and hiring the best talent. The challenge is even more acute when it comes to customer experience (CX) professionals. In a recent study, we found that CX professionals have a higher job satisfaction level than that of their peers in other departments. But at the same time, they also feel underpaid and overworked.
Given this reality, how can companies recruit and retain top talent? The answer is to hire the right people and then make sure they’re happy. But how do you know what makes a CX professional tick? In our study, we found that there are four key factors that contribute to job satisfaction for CX professionals:
A sense of purpose and meaning (the ability to make a difference, both locally and globally)
A strong work-life balance (a healthy balance between personal and professional needs)
The opportunity to learn and grow (continuous training opportunities, mentorship programs)
They want to feel valued by their employers
The other challenge we see is that the customer experience (CX) industry is growing rapidly, but the demand for qualified talent is outpacing supply. The result? Companies are spending more time and money than ever trying to find the right candidates.
The importance of quality service to customers has never been greater, and companies are starting to realize that a positive customer experience can make or break their brand.
According to a recent study by the Customer Experience Professionals Association (CXPA), nearly half of the companies say that their biggest challenge in finding CX talent is the cost associated with it.
While it may seem like any old person can answer a phone, that’s not the case anymore. It takes a special kind of person to deliver exceptional customer service day in and day out.
And while there are talented people in the US, there’s simply not enough to meet today’s demand.. For companies looking for better CX talent at half the cost, it's time to look abroad.
The Philippines is one of the most popular countries for outsourcing business process operations like customer service because it has an abundance of skilled workers who speak English as their first language and can adapt easily to different cultures and work environments. It’s low cost labor, combined with top-rated accents has made this the customer care capital of the world.
Buwelo has performed extensive research on opening BPO contact centers in the very best locations around the globe, including sites in Europe, the Philippines, Africa, LATAM and the Caribbean.
Finding the right talent for any job, especially those in customer experience (CX), can be a daunting task, but at Buwelo, we specialize in sourcing, evaluating and managing CX professionals for you. Contact us today!