Last updated on Sep 5, 2024

How do you handle a situation where a client's expectations don't align with your BPO service capabilities?

In the world of Business Process Outsourcing (BPO), where services are contracted from an external provider, aligning your capabilities with client expectations is crucial. When a discrepancy arises, it's essential to navigate the situation with professionalism and strategic thinking. The key is to maintain a balance between managing expectations and delivering on your promises, ensuring a harmonious and productive partnership.

1 Acknowledge Limits

When faced with a client whose expectations surpass your BPO's capabilities, the initial step is to acknowledge these limitations candidly . Honesty is vital in fostering trust and respect. Explain the constraints of your services clearly and without delay to avoid further misunderstandings. This transparency allows for an open dialogue where you can explore the client's needs and your ability to meet them, potentially leading to a compromise or a reevaluation of the project scope.

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Fahad Jamal

Problem Solver | Digital Expeditor | Founder Sync Sound | Best Business BPO | Sync Shopper | LivePropertyDeals
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Clients should be given a test run / pilot to ensure the bench marks are understood and met from the start. BPO can be tricky as client is not on premises for training so needs, wants and long term goals should be understood for clients satisfaction.

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KAROL J. GÓMEZ

HR Content Creator | Human Resources | HRBP | HR Consultant | HR Services | Renewable Energy | BPO | Call Center | Retail |
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Desde la perspectiva de HR y TA muchas veces los clientes piden que tengamos en cierto tiempo cierta cantidad de contratados, pero hay muchas limitaciones sobretodo el inglés, participación activa de los aplicantes, el desaliento de no continuar con el proceso, el tiempo tan corto que se nos genera, etc para esto es importante ser realistas con la gente que se tiene en el mercado no por uno querer ganar un cliente se gane a punta de utopías hay que ser realistas y transparentes con todo ello y hasta qué tiempo se podria tener la contratación, cuántas personas etc, pero tampoco ser utópicos siempre siendo y manejando la metodologias SMART.

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2 Engage in Dialogue

Once you've established the boundaries of your service capabilities, it's time to engage in a constructive dialogue with your client. Listen attentively to their concerns and expectations, and communicate your willingness to find a solution that works for both parties. This could involve adjusting project timelines , reallocating resources, or even referring them to another provider for services that fall outside your scope. The goal is to reach a mutual understanding that maintains the client relationship without compromising your BPO's integrity.

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Diviya Ramasamy

Changemaker l Process Optimization & Framework Enthusiast l Lean Engineer l Visionary Leader l Analogy Expert l Follow for more insights on Mindset, Personal Growth, and Transformation
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When client expectations exceed service capabilities, engaging in open dialogue is critical. In a BPO project I managed, the client requested complex automation features that exceeded the scope of our service. I initiated a transparent conversation, clarifying the limitations and exploring feasible alternatives. By proposing incremental improvements and aligning the client’s goals with our deliverables, we maintained trust and set realistic expectations. Utilizing the MoSCoW prioritization technique helped distinguish between "Must Haves" and "Could Haves," ensuring a balanced solution. For further insights, "Crucial Conversations" by Patterson et al. is an excellent guide on managing difficult discussions and aligning expectations.

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3 Offer Alternatives

After understanding the client's needs, you should offer practical alternatives that align with your BPO's capabilities. Suggest different approaches or solutions that could achieve similar results within the scope of what you can deliver. By demonstrating flexibility and creativity, you show your commitment to the client's success, which can strengthen your partnership and potentially open doors to new opportunities.

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KAROL J. GÓMEZ

HR Content Creator | Human Resources | HRBP | HR Consultant | HR Services | Renewable Energy | BPO | Call Center | Retail |
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Desde el punto de vista de HR y TA es importante que si se genera un cliente es porque la empresa se comprometió en algo, ejemplo en contratar cierta cantidad de personas en cierto tiempo sin embargo, se puede dar alternativas si de las 30 personas que me piden hemos visto que tenemos bajas de 10 pues darle alternativa de contratar 20 que serán fijos y no tendremos ausentismo ni mucho menos bajas. Ser realistas pero a la vez generando alternativas no problemas.

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4 Set Realistic Goals

To prevent future misalignments, it's crucial to set realistic goals and clear benchmarks for success. Ensure that both you and your client agree on what is achievable given the resources and expertise available. This process involves creating detailed project plans , setting measurable objectives, and establishing transparent communication channels. By managing expectations from the outset, you can avoid overpromising and underdelivering, which is key to maintaining a positive client relationship.

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5 Foster Collaboration

Encourage a collaborative approach where the client feels involved in the problem-solving process. By working together, you can develop strategies that leverage your BPO's strengths while also addressing the client's goals. Collaboration fosters a sense of partnership and shared investment in the project's outcome, which can lead to more innovative solutions and a stronger working relationship.

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6 Continuous Improvement

Lastly, use the experience as an opportunity for continuous improvement within your BPO. Evaluate the situation to understand how the misalignment occurred and what can be done to prevent similar issues in the future. This might involve staff training, process refinement, or service expansion . Continuous improvement demonstrates to clients that you are committed to excellence and willing to evolve to meet their changing needs.

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How do you handle a situation where a client's expectations don't align with your BPO service capabilities?

1

2

3

4

5

6

1 Acknowledge Limits

2 Engage in Dialogue

3 Offer Alternatives

4 Set Realistic Goals

5 Foster Collaboration

6 Continuous Improvement

Business Process Outsourcing (BPO)

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How do you handle a situation where a client's expectations don't align with your BPO service capabilities?

1

2

3

4

5

6

1 Acknowledge Limits

2 Engage in Dialogue

3 Offer Alternatives

4 Set Realistic Goals

5 Foster Collaboration

6 Continuous Improvement

Business Process Outsourcing (BPO)

Rate this article

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