The Benefits Of Supplier Diversity In The Call Center Industry.

Presently, companies’ foundational beliefs are under scrutiny by consumers, largely owing to the widespread adoption of social media and the internet. A brand’s commitment to inclusivity and diversity is a manifestation of fundamental values that align significantly with the largest and most commanding consumer population, the millennials who represent the most heterogeneous generation in American history. According to a recent report by the Brookings Metropolitan Policy Program, the millennial populace is 44% ethnic and racial minorities. The United States Census Bureau predicts that by 2042, these aforementioned groups will surpass non-Hispanic whites as the prevailing population in America. Nielsen’s findings reveal that multicultural millennials are instrumental in driving local markets, accounting for almost half (47%) of the total United States gross domestic product. Consequently, renowned brands are increasingly seeking out diverse suppliers to foster meaningful connections with the rapidly growing multicultural consumer segment, as well as help integrate multicultural perspectives into their business strategies.

So, what is supplier diversity, exactly? It involves creating an inclusive procurement process that ensures companies work with a variety of suppliers from different backgrounds, including minority-owned, women-owned, and veteran-owned businesses. When it comes to the call center industry, the supplier diversity approach is being rapidly adopted to promote economic development, provide opportunities for historically underrepresented groups, and ultimately enhance the overall quality of the offered services. By leveraging a diverse supplier network, call centers can tap into a broader range of talent and innovation, positively impacting their overall performance and customer satisfaction. Supplier diversity in the call center industry has emerged as a significant strategy for businesses to stay competitive and maintain a robust supply chain. By engaging with diverse suppliers, companies can tap into innovative solutions, foster rapid growth, and adapt to shifting market trends. Furthermore, diverse suppliers often possess unique cultural perspectives that can enhance communication skills and enable multinational call centers to deliver superior customer service. Embracing supplier diversity can lead to improved operational efficiency, reduced costs, and a more inclusive corporate culture. Furthermore, promoting supplier diversity can also help call centers demonstrate corporate responsibility and improve community relations, which can lead to better brand reputation and customer loyalty.

The performance of diverse suppliers is equally competitive as that of other suppliers, thereby revoking early misconceptions among corporate executives regarding the capability of women- and minority-owned companies to provide the requisite quality or stability that large enterprises demand from their suppliers. According to research conducted by the Hackett Group, the majority (76%) of the diversity suppliers have satisfied companies’ expectations, while a significant proportion (23%) has exceeded them. Furthermore, top corporate performers in supplier diversity incurred no losses in efficiency. Instead, they reported better quality, enlarged market share, and access to new revenue opportunities.

3 Key benefits of an effective supplier diversity initiative:

        • Ensures enhanced brand awareness and customer loyalty.
          Today, a significant proportion of global customers, estimated to be half, are “belief-driven” purchasers. This implies that they are likely to either purchase, switch or boycott a brand based on its stance toward controversial or social issues. Conversely, numerous consumer polls have indicated that the most pressing matters that brands are expected to take a stance on are immigration, gender equality, and environmental regulation. Silence on critical concerns should not be an option. Nowadays, a considerable number of consumers are unwilling to purchase from a brand that remains silent about significant issues. Egregiously, customer expectations go beyond simply acknowledging these concerns; rather, they anticipate brands to pledge their finances, time, and clout to the cause, and communicate their opinions through their employees, daily business, sourcing, manufacturing, and advertising.
        • Confer singular perspectives to both problem-solving and decision-making, thereby rendering the overall process more formal and sophisticated.
          A recent study conducted by professors at the Kellogg School of Management, Brigham Young University, and Stanford University ascertained that the superior performance of heterogeneous assemblages could be attributed to the meticulous processing of information and the fostering of open dialogues. This stands in contrast to the more homogeneous congregations, wherein the presence of like-minded individuals led to a
        • It ensures faster innovation.
          Firms that incorporate a diverse array of suppliers within their consumer value chain frequently emerge as preeminent innovators in their respective sectors. Establishing collaborations with purveyors whose demographic composition more accurately mirrors the heterogeneity of the targeted clientele facilitates a deeper resonance with customers’ requirements and aspirations. Consequently, organizations acquire the ability to discern nascent market tendencies, enabling them to promptly adapt and sustain a formidable competitive edge.

How to identify the diverse call center outsourcing vendors:

Over the past 5 decades, the classifications associated with supplier diversity have expanded to encompass an array of affinity groups, such as minorities (including African Americans, Asian Americans, Pacific Islanders, Asian Indian Americans, Hispanic Americans, and Native Americans), women, veterans, disabled people, and lesbian, gay, bisexual, and/or transgender (LGBT+) individuals, along with small businesses as well as historically underutilized businesses (HUB). To meet the requisites for being considered a diverse supplier, establishments must manifest a minimum of fifty-one percent ownership, operation, and daily control by one or more individuals of the aforementioned designated groups.

Diverse corporations typically verify their eligibility through nationally-recognized third-party certification services such as:

        • Minority-Business Enterprise (MBE).
        • Women-owned Businesses.
        • Veterans & Service-Disabled Veteran-owned Businesses (SDVBE).
        • Disability-owned Business Enterprise (DOBE).
        • LGBT-owned Businesses.
        • Small Business Enterprises (SBEs).
        • Historically Underutilized Businesses Zones (HUBZone).


Encouraging the diversification of suppliers confers economic advantages not only to the company itself but also to the surrounding community by means of an increased influx of revenue. The implementation or expansion of such programs also creates numerous tangible benefits for the organization, such as the expansion of its market share, greater flexibility, and the promotion of healthy competition among suppliers. However, for entrepreneurs, it is imperative to note that the mere acquisition of a diversity certification by a prospective outsourcing call center provider does not automatically guarantee a successful relationship with their businesses. The supplier’s diversity classification must not solely dictate a client’s procurement decision. Achieving maximum benefits from a supplier diversity program requires that a company’s outsourcing needs be matched with a diversity-certified call center supplier that seamlessly aligns with the company’s requisites, customer service ethos, and organizational culture.

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