Key indicators and real-life cusomer service cases
With the shifts in the global economy in 2025, companies must offer excellent customer service, but more than ever, ensure that their investments in this area generate tangible results.
Outsourcing customer service to a specialized business process outsourcing (BPO) company has become an increasingly common strategy for international companies such as Apple, Amazon , and Google. However, for this decision to be sustainable, it is crucial to accurately measure its return on investment (ROI).
Following on from our previous blog post, where we discussed the strategic power of customer service BPOs , in this article we want to delve deeper into the key ROI metrics to consider when working with one of these companies.
Outsourcing customer service only works if there is ROI
Measuring ROI allows you to assess whether hiring an external contact center is generating concrete benefits for the company. Outsourcing can drastically reduce expenses related to hiring, training, and maintaining internal staff, among other things.
A successful case of a company hiring a BPO is Apple and Foxconn . Since the beginning of the century, the former has entrusted the manufacturing of its products to the latter, a Taiwanese multinational electronics company. Thus, Apple focuses on its core competencies of design, marketing , and software development , while Foxconn handles the complex assembly and production process. The operational efficiency and scalability of the Taiwanese company’s supply chain contribute to cost savings without compromising product quality or innovation to this day. These actions translate into an ROI that has given strength to both parties, but also into a strategic alliance based on mutual trust, transparency, and long-term commitment.
Another example is Fullstep , a BPO company that has managed to reduce its clients’ operating costs by 25% to 30%, while reducing operating times by an average of 20%. However, beyond analyzing costs versus revenue generated, it is also important to assess qualitative aspects such as, in the specific case of customer service, customer satisfaction and operational efficiency.
Key indicators to measure ROI in customer service
1. Reduction of operating costs
One of the most immediate benefits of a BPO is the reduction in infrastructure, technology, and personnel costs. Comparing the total cost of an in-house operation versus a BPO contract can show savings of between 30% and 60%, making this the primary objective for these companies, according to the Deloitte 2023 survey .
2. Average operating time (AOT)
Time to Process (TMP) measures the time it takes an agent to resolve a query. A good BPO typically reduces this time thanks to their experience, training, and technological tools.
3. Customer satisfaction level (CSAT)
More efficient and empathetic customer service is often reflected in improved CSAT scores . Post – service surveys can be used to measure this improvement.
4. First Contact Resolution Rate (FCR)
This metric measures how many requests are resolved on the first call or contact. A high FCR reduces the need for follow-ups and improves the customer experience.
5. Increase in sales or customer retention
In sectors where the contact center also provides sales or post-sales support, increases in conversion, retention, or repeat purchases can be measured due to improved customer service.
Long-term strategic advantages
In addition to the immediate operational benefits, measuring the ROI of a BPO enables strategic decisions with long-term impact. When outsourcing proves to have improved efficiency, companies can scale operations without incurring large capital investments. This flexibility is especially valuable in times of economic uncertainty or accelerated growth.
Data also helps identify areas for continuous improvement. For example, if TMO is reduced but CSAT isn’t significantly improved, it may be necessary to review the quality of the service script or the agent’s empathy. In turn, a detailed ROI analysis facilitates alignment between the BPO ‘s objectives and the contracting company’s key performance indicators.
Another important advantage is the ability to quickly adapt customer service strategies to market changes. An experienced BPO provider can adjust its staff, technology, and service channels based on seasonal demand or new product launches, ensuring continuity and consistency of service.
It’s also essential to consider that a good ROI not only improves the financial balance but also strengthens the brand’s reputation. Well-served customers tend to recommend the services, which translates into organic growth. This confirms that investing in a BPO goes beyond savings and becomes a driver of sustainable development.
Checklist to evaluate your ROI
- How much did your operating costs decrease after outsourcing?
- Has your TMO improved measurably ?
- Do you have data on improvements in CSAT or NPS ?
- Has the FCR increased since you started working with the BPO ?
- Has your sales volume or retention been impacted ?
Measuring the ROI of a customer service BPO is essential to ensure this investment is generating real benefits. By looking at indicators such as cost reduction, customer satisfaction, and operational efficiency, companies can make informed decisions and justify the value of working with a specialized contact center like CallFasst. In fact, our company has decades of experience providing the indicators we’ve mentioned in this article to facilitate measuring your company’s ROI. Remember, we’re ready to help you boost your return on investment with our customer service expertise!