The BPO you’ve outsourced your support to must internally embrace the experience being provided. It’s all too often that internal leadership is not properly motivating or giving proof, which would give voice, chat, or email support agents reason to provide a proper experience. Or, the leadership believes in the client’s product or service, but you have front-line agents who don’t share the love for the brand. You must fix this today! If there are internal issues that will negatively impact brand loyalty and the customer journey, it’s time to clean house. Those who train leaders need to wear the brand like they were born with it. If trainers, managers, supervisors, and/or team leads aren’t inspiring the customer-facing agents, how can you expect there to be a great experience? Put that fire of passion for the brand into your internal staff to align with external outreach. Failure to do so will lead customers away and end B2B relationships with BPOs.