What are Quarterly Business Reviews (QBRs)?
Quarterly Business Reviews (QBRs) are structured meetings that take place every quarter between a company and its client. The Business Reviews offer an opportunity for service providers to collect insights and feedback from their clients, and provide evidence of the value and innovation they provide.
What are the benefits of digital QBRs for RPO enterprises?
Maintaining robust and enduring client relationships is essential for successful RPO companies. QBRs are a fundamental part of these relationships, providing clients with the opportunity to provide feedback to their suppliers. In addition, RPO providers are able to identify and act upon risks and opportunities across their accounts.
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These are 10 benefits RPO enterprises see when they use a digital platform to conduct their Quarterly Business Reviews (QBRs):
1. Increased visibility over account health
Real-time dashboards and custom alerts ensure that both account teams and senior leadership have full visibility over how their clients are feeling about the services they’re receiving.
2. Increased transparency of account team activity
Account Managers are held accountable for next steps discussed in QBRs and for maintaining the agreed upon review cadence. Senior leadership can also ensure any agreed actions are taken and followed-up on.
3. More feedback, CSAT and NPS
Clients are able to provide written feedback alongside NPS and CSAT scores quickly and easily through the digital QBR platform on a regular basis, ensuring true and consistent communication across multiple client stakeholders.
4. Clear audit trails and a history of account feedback
Each account builds a structured record of their feedback, general sentiment and agreed actions over time, giving you an objective history of delivery and feedback across all accounts.
5. Standardised quality of QBRs
Clients can expect a high-quality Business Review every time, featuring content that is useful and relevant to them. Through the digital QBR platform your clients will see consistency in the quality of delivery and a simple user experience that encourage feedback and NPS each quarter.
6. Consistent and regular QBRs
Account Managers and client stakeholders are able to arrange and prepare for their reviews in advance, avoiding a last-minute rush. Senior leaders can easily ensure all accounts have had a QBR each quarter, and review the feedback provided by the clients on each occasion.
7. Reach more stakeholders
A digital QBR process allows for all relevant stakeholders to be included, regardless of whether they are physically in the room where the review meeting is held. It is easy to expand the recipient group and ensure relevant materials are distributed to all stakeholders, as well as gather feedback from more people from each account.
8. Quick responses to issues and challenges
Feedback is received in real-time and custom alerts ensure that relevant people can understand and respond to risks swiftly. Your clients can also choose to request a follow-up call with a senior leader if they have any specific concern they feel they want to raise.
9. Consistent evidence of value and innovation
A well-structured QBR reduces the risk of becoming stuck on operational data, fixing one of the biggest client-frustrations: a lack of evidence around value and innovation. By gathering more client feedback, ensuring regular business reviews are held, and tracking both scores and actions, it is easier to evidence value each quarter and prove value over time.
10. Identify key opportunities
A digital QBR process gives a clear summary of the value evidenced by you as a RPO suppliers,. It also makes it easier to discuss strategic alignment and your client objectives to identify areas of upselling or cross selling opportunities.
Final thoughts
A digital Quarterly Business Review (QBR) process is a cornerstone of success for Recruitment Process Outsourcing enterprises. They promote transparency, accountability and collaboration with clients, consistently exceeding expectations and proving value. By conducting QBRs effectively, RPO companies can grow client relationships and position themselves for long-term success.
What next?
Clientshare Pulse is the world’s leading Business Reviews platform, and can help your RPO enterprise to achieve these 10 benefits. Watch the video below to understand why 1-in-2 FTSE 100 businesses use Pulse.
Plus, take a look at more of our resources on the QBR Hub, Blog and Customer Stories to discover how to optimise your Quarterly Business Reviews (QBRs).
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