BPO contact centers have become a go-to option for most businesses to outsource customer services. According to Statista, the global revenue for the BPO industry was about $ 26 billion in 2019. The revenue generation continues to grow as businesses are realizing the importance of BPOs. This investment makes sense as outsourcing the most crucial aspect of business, i.e, customer service, to professionals ensures premium service quality. Contact center system automation enables businesses to focus on their core operations.
Contact center software empowers BPOs to drive efficiency in their business activity. An omnichannel contact center softwareis a must for BPOs to meet emerging customer expectations and accelerate revenue generation through greater customer satisfaction. It streamlines business process management and provides a unified platform for business communications and marketing. This blog unwraps the essential criteria for becoming a successful BPO contact center. It also highlights mandatory features that BPOS can utilize to fetch maximum profits.
Core aspects of a successful BPO omnichannel contact center
A BPO contact center is successful only when it can deliver a seamless customer experience. The emphasis on the term ‘omnichannel’ lies in the growing demand of customers to contact via their preferred communication channel. Let’s look into the preference of customers as per the Statista report.
- Email: 20% of customers still look for issue resolution through email.
- Phone: 42% of customers contact a business through phone calls to express their concerns.
- Social media: 38% of customers connect with a business through various digital channels comprising different social media platforms.
- Live chat: 73% of customers seek live chat support as their preferred way to reach out to a business.
- Self-service options: Almost 50% of customers prefer to find relevant information about the business or product through the self-service capabilities of customer support service.
As a result, businesses are focusing on opening up all these channels for customer service. Therefore, BPOs are adapting omnichannel communication not just to provide customers with the choices of channels, but also to deliver a consistent service across all channels. Furthermore, it helps BPO businesses in developing a unified platform that can be used by their agents to deliver an integrated customer experience.
A successful BPO contact center leverages contact center softwareto align customer service with the demands of customers. It harnesses the power of VoIP technology to streamline and optimize call center operations. Moreover, it utilizes advanced data analytics to understand customer behavior, sentiments, and trends. A contact center system can be considered successful only when it understands customer needs and enables businesses to successfully meet those needs. Now let’s explore the ways contact center solutions can help BPOs achieve success.
7 ways an omnichannel contact center software fetches high BPO profits
An omnichannel contact center software plays several crucial roles in optimizing the customer experience delivered through BPOs. With improved experience, BPOs are bound to generate more revenue. Here are the 7 ways how the contact center system contributes to the purpose:
1. Implementing automation and integration
Automation and seamless integration of business tools are the most indispensable aspects of implementing an omnichannel contact center solution. It stitches all the data points of available channels and platforms through the seamless integration of systems, applications, and databases to ensure an integrated approach to customer service. It provides a complete track record of customer interaction that serves as an invaluable resource for agents.
An omnichannel contact software helps in developing a unified platform for systems, data, and procedures. As a result, customers receive accurate and appropriate information promptly and across every channel.
2. Orchestrating online customer journeys
The first step to improving customer experience is to identify customer needs, pain points, and trends. Therefore, it’s essential for businesses to level up their customer support services by mapping their customer journeys. An omnichannel contact center software analyzes the online movements of your customers to understand their buying and browsing habits. It utilizes advanced data analytics to drive insights into customers’ preferences which can be used to tailor their online journeys.
3. Leveraging artificial intelligence (AI)
AI offers multiple benefits for BPO contact centers. It can be implemented for customer profiling to build buyer personality models through predictive analytics. AI utilizes machine learning to automate the analysis of large volumes of data sets (big data) to help businesses create hyper-personalized customer experiences. It also frees up business resources to focus on complex customer issues that require special attention. Contact center software AI can also be utilized to integrate conversational AI chat bots and IVRs thereby enhancing the self-service capabilities of a business.
4. Accelerating resolution through call routing
Call routing is one of the most important features of contact center software that drives business efficiency. It helps in setting rules to ensure that the calls are directed to the right departments. Businesses can implement skill-based routing to enhance customer experience. It assures connecting customers promptly to the agent who has the required skill set to resolve their issues. Therefore, it prevents the hassle of multiple call transfers that may otherwise lead to customer frustration.
5. Introducing cloud technology
The future lies in the cloud. According to Flexera state of the cloud report 2022, 59% of businesses including SMBs are optimizing their existing cloud infrastructure, while 57% of businesses are migrating to the cloud. An omnichannel contact center software offers a cloud-delivered platform for your business. With this hosted platform, it becomes easier to manage data from anywhere enhancing the coordination between employees. It also helps in streamlining activities such as billing, marketing, sales, etc.
6. Ensuring service level consistency
76% of customers expect consistent interaction across all channels. An omnichannel contact software rightfully delivers the same by equipping agents with an all-in-one interface. The agents can access the customers’ previous conversation history to understand the context and pick up the conversation where it ended. Therefore, customers don’t need to repeat themselves even in case of switching channels or devices.
7. Empowering data-driven decision-making
An omnichannel contact center software gathers tons of data across all the phases of customer interaction. It analyzes the data to drive actionable insights on improving agent performance as well as customer experience. Businesses can identify which channels their customers are preferring and focus more on that channel. Data analytics and reporting provide businesses clarity on areas of improvement. It also helps in developing effective strategies for business growth.
Read more:- SaaS CRM Be Beneficial
7 prominent impacts of implementing contact center software
An omnichannel contact center software offers multiple benefits for employees as well as organizations. Here are 7 ways how it can impact your business:
- Delivers personalized experience building brand loyalty
- Reduces employee attrition leads to a greater retention rate
- Improves marketing strategies
- Increases customer engagement resulting in more referrals
- Bridges communication gap
- Fosters a collaborative work environment
Prioritize customer service to generate more revenue
BPO contact center is the lifeline for business communications. Today, customers expect to have their questions answered quickly and efficiently; and, with the help of the latest Contact Center Solutions, you can guarantee this. A well-run contact center can help you achieve business productivity and efficiency. HoduCCis a leading omnichannel contact center software that helps businesses deliver a stellar customer experience. It comes loaded with several latest contact center features such as IVR, power dialer, call conferencing, etc that enable businesses to streamline their communications. It’s a scalable modern-age communication solution for businesses, irrespective of their sizes.