The Advantage of Agility: Why Smaller CX Suppliers Outperform Industry Giants

With over two decades of experience in the customer service industry, I’ve had the privilege of working with and for industry giants. However, as the co-founder, CEO, and CCO of Cynergy BPO today, I find myself embracing a different kind of excitement. My current role enables me to assist high-growth startups and leading mid-market enterprises with their global outsourcing requirements.

The appeal of my new position at Cynergy BPO lies in its divergence from the mold of global customer experience (CX) giants. While my tenure at a large BPO was invaluable, the prospect of being an invested partner to clients rather than just an addition to a lengthy client roster has proven far more satisfying. This perspective applies universally across all major players in the industry and isn’t targeted at any specific entity.

In working with mid-sized vendors, I have discovered distinct advantages in business relationships. The agility to quickly adapt to clients’ needs, and the ability to avoid restrictive supplier processes, contractual terms, or inflated pricing are hallmarks of these partnerships. In the world of smaller firms, every client truly matters.

SMEs, despite their revenue often being counted in millions instead of billions, offer significant advantages when partnering with mid-sized BPOs. Here are a few:

• Agility and Flexibility: If a client needs quick changes, we can deliver without the need for bureaucratic approvals or adjustments to global policies.

• Client Importance: Every client matters to us. They receive more care, attention, and personal interaction from senior leaders. Unlike large CX organizations, where smaller clients often aren’t a priority, we ensure all our clients feel valued and attended to.

• Client-Centric Priorities: Our clients dictate our actions, unlike larger entities managing vast operations across many countries. We care about all clients, big and small. When larger clients take precedence in these organizations, smaller clients often bear the consequences, whether it’s resource allocation or project implementation.

• Long-term Focus: We aim to grow with our clients. Starting small allows for easily correctable missteps and nurtures long-term relationships. Large players often prioritize quarterly targets, which may not align with clients’ long-term vision.

• Leverage: Large CX firms often shoehorn smaller clients into generic solutions. By contrast, right-sized partners like us offer flexibility and listen to your needs.

• Fair Pricing: We offer market-competitive rates unburdened by unnecessary overheads. Transparency in pricing is one of our key tenets.

While these differences seem obvious, they are critical when it comes to customer service and experience. Your CX partner plays a pivotal role in shaping your brand’s perception. Therefore, if you’re a smaller company, think twice before enlisting the services of large CX firms. In uncertain or economically challenging times, their prioritization of larger clients could adversely impact your brand.

The benefits of partnering with smaller, more agile CX suppliers cannot be overstated. They can help you navigate the post-Covid future more effectively than larger competitors. The emphasis should be on supporting smaller companies, the “mom and pop” retailers, not just the Big Box stores. This approach ensures a better, more attentive, and worthwhile experience for your business.