Even though a call center and the BPO industry
is all about technology, service providers, as well as business individuals who
are outsourcing their business, are looking forward to initiating new changes
in call center technology. Hiring employees at frequent intervals have become
the focus of enormous expenditure nowadays. The idea of introducing advanced
technology is not to reduce the requirement for manual labor, instead make the
procedure much more unchallenging for existing agents and other BPO employees.
1. Initiating
usage of other devices by agents and customer
In the viewpoint of Creaghan Harry, the modernizing of technology does not necessarily
focus on customer service but also contribute to improving agent's performance.
Slightly shifting from the primary context, the medium of telecommunication has
undergone drastic change over the recent years. The utilization of smartphones,
cell phones, laptop, and tablets are used vastly by individuals with the
internet being the wire of communication. People hardly use the telephone or
even spend a penny to interact with distant people nowadays. Infact, the same mechanism
is also efficient for communicating abroad and overseas.
Well, imagine call agents making use of
smartphones, tablets or I pads for contacting customers. The office of call center
and technology is looking forward to initiating the idea, which shall promote
the use of 4G internet connections in the devices for both customers and
agents. According to the Information and technology experts, the concept of
using
2. Customer
smart self-service technology
Creaghan
Harry, the owner of the
organization mentions, the self-service technology is one of the most exciting
concepts that techies are looking forward to shortly. It shall not be similar
to the idea of IVR or ACD. Infact, the plan will be much more advanced and
swift.
For example, customers can resolve their issues
with the help of online helping sites and well-unformatted FAQS. Frequently
asked questions and the well-demonstrated solutions along with them can help
customers relate to other customers facing the same issue and have a quick and
swift self-service experience. This will not just provide resolutions but also
make customers more knowledgeableabout the product they are using and increase
their confidence level by increasing customer and organization trust.
3. Introducing
new methods of Omni-channel communication
Customersare often disturbed by the process of
reaching out to different agents at different timesbecause this is how a call
center works. The call can land anywhere, even though your issue was unresolved
with the last agent. This can be hectic for agents who are completely unknown
about the call center system, and it is most evident for the older group of
customers. Thus the idea of representing customerswith a single, dependable and
prominent source of contact will increase the profit-margin of BPO's along with
a boost in sales and promotion.
All over, the above mentioned technologicalmodifications
slightly differ from the general advancement in call center methods. Some of
them are already implied while some are yet to be a part of the BPO industry
shortly.
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