For years, outsourcing success was measured in headcount: more people meant more growth, and growth was synonymous with success. But today, that’s no longer true. Just as with everything else, AI has changed the game completely. Headcount is now an outdated, even misleading, metric. We recognize it here at Boldr, but it's rapidly becoming a critical shift across our industry.
Just the other day, someone asked me about best practices to consider AI with a BPO that bills based on AHT, and I was genuinely surprised. Folks are still doing that? Measuring success simply by the number of people employed is no longer enough to prove the value of your partnership, and outsourcing partners that continue to do it will be left behind. What truly matters isn't how many seats are filled, but how effectively teams deliver tangible outcomes like increased customer satisfaction, higher retention rates, and improved operational efficiency.
Here's an analogy that helps illustrate this point: think of building a house. Measuring outsourcing success by headcount alone is like saying a construction project succeeded just because many workers were present. But what really matters is whether the house is sturdy, comfortable, and meets the needs of those living in it. While the number of workers that showed up every day is important (otherwise the house might never have gotten built!), it’s not the most important.
In outsourcing, the "house" is the customer experience and operational effectiveness. AI gives us the tools to construct stronger, better-quality "houses" by handling routine tasks efficiently, allowing human agents to focus on the more nuanced aspects of customer interactions that truly require a human touch.
There are many companies that are doing this well, but two with which I have personal experience are Chewy and MeUndies. Both of these businesses have long understood that excellent customer experiences, rather than headcounts, are the true indicators of success and advocated in that direction. MeUndies empowers its agents to engage authentically with customers, fostering legendary customer satisfaction. Chewy emphasizes personalization, turning basic interactions into memorable moments. Neither company defines their effectiveness by the size of their support teams, but rather by the quality of experiences those teams create.
Similarly, Patagonia has gained recognition for exceptional customer service that aligns deeply with its values and sustainability mission. Their representatives aren't following rigid scripts; they're genuine advocates empowered to deliver personalized, meaningful interactions. Success, for Patagonia, is measured by advocacy, loyalty, and customer happiness, not just the number of support representatives.
At Boldr, I'm excited to see this same commitment to outcome-based metrics already taking shape. Instead of just tallying up employees, we're focusing on how effectively our teams handle tasks that AI simply can't. These tasks—requiring empathy, creativity, and strategic thinking—are what build lasting customer relationships and drive long-term satisfaction.
In practical terms, this shift means a change in what metrics we are tracking. Along with AHT, FRT, and headcount, we’ve started to correlate CSAT, NPS, and other effort and perception-based measures. These metrics are directly tied to our ability to deliver exceptional client experiences and measurable business results. By aligning goals around these outcomes rather than headcount, we foster greater team engagement and deeper, more impactful partnerships.
If you're looking to implement outcome-based metrics in your own organization, here are a few practical steps to consider:
Deloitte underscores this approach in their human experience report, noting that businesses prioritizing genuine human interactions significantly outperform competitors in loyalty and financial outcomes. Deloitte’s findings confirm that outcome-focused strategies aren't just good ethics; they’re good business.
The message is clear: businesses that cling to headcount as their primary measure of success risk falling behind. Potential clients know that they deserve more. AI has raised the standard for efficiency, and now the true measure of success is the quality of outcomes driven by empowered human interactions.
At Boldr, our commitment is straightforward. We leverage AI to enhance human potential, not replace it. Our success isn't defined by how many people we employ, but by the depth of the relationships we build, the quality of customer satisfaction we deliver, and the lasting impact we create. This outcome-based approach isn't just the right thing to do: it's strategically essential for any organization looking to thrive in the age of AI.
Connect with the Boldr team today to explore practical, impactful strategies that unlock your customer support team's full potential.