Success Essentials: Trust In BPO Partnerships | WOW24-7
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Success Essentials: Trust In BPO Partnerships

Byline: This article is based on an interview with Lauren Volpe, Chief Customer Experience Officer at Zip Co.


Lauren Volpe, an expert in contact center management and the Chief Customer Experience Officer at Zip Co, discusses the importance of agent retention and trust in company performance. She shares her experiences and insights, highlighting the significance of building trusting relationships with BPO partners. She emphasizes the impact of agent turnover on company metrics and reputation, stressing the need for effective hiring practices and continuous improvement. Lauren’s expertise provides valuable lessons for contact center leaders looking to enhance their operations and achieve better results.

Key themes discussed in this video encompass the critical significance of fostering trust between BPO partners, developing robust hiring practices, and fostering transparent communication to address concerns effectively. Lauren also delves into her experiences with agent turnover, revealing how she successfully navigated these challenges by identifying agent recruitment and performance issues. Through these insights, she offers valuable strategies for cultivating strong partnerships, optimizing hiring processes, and managing agent turnover in the BPO industry.

Key Takeaways:

  • Building a trusting relationship with BPO partners is crucial for the contact center’s success.
  • Trust allows for open communication and the identification of issues before they escalate.
  • Agent turnover can be costly and damaging to a company’s reputation.
  • Effective hiring practices and continuous improvement are essential for reducing agent turnover.
  • Contact center leaders should focus on building trust with BPO partners and addressing issues proactively.

Trusting Your BPO Partner: A Recipe For Success

In today’s fast-paced business environment, companies often rely on Business Process Outsourcing (BPO) partners to handle various operations. These partnerships can be highly beneficial, allowing companies to focus on their core competencies while leveraging the expertise of external service providers. However, the success of these partnerships hinges on one crucial factor: trust.

Lauren Volpe, an industry expert, emphasizes the importance of establishing a trusting working relationship with BPO partners. She highlights that without trust, companies are essentially flying blind, unable to verify when things go wrong. This lack of trust can have severe consequences for company performance.

She shares a personal experience where her team needed to catch up on crucial hiring mistakes, losing 15 agents. She emphasizes that the cost of losing agents far exceeds a few seconds of handle time. It impacts the company’s bottom line and erodes trust with the BPO partner. This loss of trust can have long-lasting effects on the company’s reputation and future partnerships.

The Role Of Agents In Company Performance

While BPO partners play a significant role in a company’s operations, the agents are the frontline representatives who directly interact with customers. Their performance directly impacts customer satisfaction and overall company performance metrics.

Lauren highlights the importance of hiring the right agents and continuously refining the hiring process. She acknowledges that there is no substitute for human intuition and experience in identifying good agents. By admitting mistakes and taking proactive measures to improve the hiring process, companies can avoid costly errors and ensure a high-performing team of agents.

Furthermore, she emphasizes the need for open communication and trust between company leaders and agents. Agents should feel comfortable reporting any issues or concerns without fear of retribution. This open dialogue allows companies to address problems promptly and make necessary improvements, ultimately enhancing overall performance.

The Ripple Effect Of Trust And Agent Retention

Trust and agent retention go hand in hand. When agents feel valued and supported, they are more likely to stay with a company for the long term. This continuity leads to improved performance and customer satisfaction.

Lauren highlights that when agents leave a company, the blame should not solely fall on the agents themselves. Instead, leaders should examine the broader factors contributing to agent turnover, such as management, recruitment, and training. By taking a holistic approach and addressing these underlying issues, companies can create an environment that fosters agent loyalty and reduces turnover.

Moreover, the impact of agent turnover extends beyond the immediate loss of experienced staff. It also affects the company’s reputation and relationships with BPO partners. If turnover becomes a recurring issue, BPO partners may question the leadership team’s ability to manage and retain talent. This can strain the partnership and potentially lead to the termination of the agreement.


In today’s competitive business landscape, trust and agent retention are critical factors that directly impact company performance. Building a trusting relationship with BPO partners allows for open communication and the ability to address issues promptly. Hiring the right agents and continuously refining the hiring process ensures a high-performing team. Finally, prioritizing agent retention fosters loyalty and enhances overall performance.

Companies must recognize the ripple effect of trust and agent retention. Investing in these areas can create a positive work environment, improve customer satisfaction, and ultimately drive success. Trust is not just a buzzword but the foundation for successful partnerships and high-performing teams.

Remember the importance of trust and agent retention. It’s not just about the numbers; it’s about the people who drive those numbers and the relationships that make it all possible.

Trust is the key to unlocking your company’s true potential.

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