An advisory business has opened in Grand Junction to connect other companies with outsourced customer services.
CX Partner Source (CXPS) has assembled a global network of vetted and registered contact center and technology providers that provide a range of services. CXPS helps clients identify the right providers to meet their needs.
Tom Silzell founded CXPS and serves as president. He brings to the venture three decades of experience of working with companies to improve their customer experiences.
Silzell said he saw an opportunity to connect clients with small and mid-size business process outsourcing (BPO) companies focused on employee and client experiences. With 35 percent of the customer experience work force expected to work from home by 2023, Silzell said businesses can take advantage of finding alternative solutions at lower costs that result in higher levels of customer satisfaction and loyalty.
By one estimate, the call center outsourcing market is poised to grow more than $13 billion over the next four years.
“I knew it was time to invest in a business model that supports the brave new BPOs who are taking on the giants by bringing their offerings to thousands of organizations ready to partner with BPOs who have a genuine concern for their clients’ customer experience.”
Robin Brown, executive director of the Grand Junction Economic Partnership, welcomed the latest addition to what she said is growing number of global enterprises operating virtually in the Grand Valley. “With its strong leadership and expertise in the virtual space, CX Partner Source is a truly valuable addition to our growing digital economy. We look forward to supporting their efforts and hopefully building a relationship that will help highlight Grand Junction on the global market.”
In addition to Silzell, the leadership team at CXPS includes Joe Fiorello, director of relationship development; Brad Richards, the leader of global advisory solutions; Scott Wilson, legal advisor; and Cynthia Artin, marketing advisor.
Silzell said the team has spent the last year identifying and meeting with BPOs as well as buyers of BPO services and agencies operating their own customer experience platforms and contact centers.
“We are now prepared to introduce the market to the best new BPOs and their individual offerings to companies ready to make their moves up to simply better CX programs that can often save money while meeting new business goals and driving extremely positive customer satisfaction and ongoing loyalty,” Silzell said.
“Different from a traditional broker who simply brings options to organizations to earn commissions from traditional BPOs, our team remains engaged to ensure whatever match is made is fully supported all the way through contracting and ongoing success assurance,” he added.
Working with mid-sized partners offers benefits, Silzell said. “Unlike larger BPOs, mid-size partners see value in every client relationship no matter the size. Every client is a strategic client and has access to the executive team and in most cases the owner of the company. Unlike larger BPOs, mid-size partners have lower overhead, which in almost all cases allows them to offer a much lower rate and better deal terms.”