Advanced technology is enhancing the CSAT in BPO and modern companies are looking for innovative ways to provide outstanding customer service. This results in more repeat purchases from customers. According to Zendesk, 77% of customers remain loyal to companies that provide good customer service. Thus, contact center solutions are using the latest technology to form the foundation of customer assistance and communication. Various technologies enable smooth communication between companies and their clients. It covers a variety of tools and procedures beyond standard customer service.
In BPO training, it is essential for agents to resolve customer’s queries, fix problems, and provide satisfying brand experiences. When agents can undertake this responsibility effectively, this results in higher customer satisfaction with a high CSAT in BPO. This way companies can directly create positive customer perceptions about their business. When your current customers have a positive interaction with you, your potential clients will also be inclined towards taking your services.
Let’s understand how advancements in technology and contact center solutions are enhancing the customer experience.
How Have Contact Center Solutions Changed Over the Years?
Over time, the contact center solutions have significantly improved its operational efficiency. They have evolved from traditional call handling to providing customer support using multi-channel. However, the first call center for business opened its doors in 1957 with the goal of increasing sales. Since then, contact centers have developed into the hub of customer service.
They are used by clients to express their demands, make payments, provide feedback, receive help, and pose questions. Over the course of eight decades, call center agents have progressed from handling one customer at a time to handling multiple calls at once. Systems for private automated business exchanges (PABXs) were some of the first significant developments in this field.
The 1960s marked the beginning of the establishment of call centers whereas the 1970s and 1980s saw the industry continuous change and growth. At this point, outbound telemarketing started to become popular among businesses, and toll-free numbers gave customers a straightforward, easily remembered number to call.
But, as technology and customer expectations kept on changing, the trajectory for innovation in BPO also went upwards. BPOs started adopting broader potential prospects that would result in better customer support. This way call centers have come a long way from simple phone rooms to complex technological hubs that operate on complex algorithms and software as they do on human operators.
As a result, call centers have advanced beyond simple automated dialers to incorporating omnichannel technology, remote desktop technology, Interactive Voice Response (IVR), collaboration tools, and customer relationship management (CRM) software.
How can BPO Training increase CSAT in BPO?
When it comes to BPO Training, it is crucial to have training programs for agents. This can include offering various development programs that will allow agents to get a holistic view of “How to ensure customer satisfaction while engaging with them?” When BPO training provides insights into the client’s requirements to the agent it improves the response rate and time for query resolution. Agents become acquainted with industry and the latest technology, making it easier for them to adapt. Thus, BPO training can bring a tremendous positive change to the company and customer satisfaction.
While BPO training is important, it’s important not to just train your agents but also to empower them to become familiar with customer demands. As the position of customer care agent is crucial after a purchase is made, if they treat the customers right, it will undoubtedly be reflected in the customer experience. With proper BPO training agents can understand the pain points customers face with your business and within the industry in general. It prepares agents for any incoming issue or inquiry. A masterful comprehension of the brand and customer expectations will allow agents to handle customer queries effectively and ensure they leave positive feedback about the organization.
Enhance the oversall CSAT by 17% through personalized CX strategy
5 Technological Advancements at a Call Center
Consumer expectations in the contact center are being driven by technological advancements. Intelligent routing, the user interface look, and integrated omnichannel are the most crucial capabilities for contact centers. They value having every communication and teamwork feature well integrated into a single product package. Let’s examine these cutting-edge call center technology developments to be on the lookout for, describe what they are, and discuss how they might be useful.
I. Omnichannel Solutions
According to Softtek, businesses that make a significant commitment to the omnichannel customer keep 89% of their clientele on average, but those that make a weaker commitment only keep 33%. This shows contact centers solutions integrated with omnichannel experience can increase the CSAT in BPO industry too, as it is the top capability of any call center. Customers must be able to reach contact centers at their convenience. But omnichannel support goes beyond being responsive to customers across many channels.
Customers want a consistent experience across all channels seamlessly. This means they don’t want to repeat themselves across platforms or agents. Innovative call centers provide omnichannel support to offer a unified customer experience. By having a central repository, agents can access all customer data at any time to give the service and results they expect. For this to happen, omnichannel must be completely integrated with your CRM, QA, sales, and more.
II. Analytics and Reporting
Data analytics and reporting is important for an efficient call center. Call centers consider customer journey & data analytics an important function. This is why analytics and reporting software is one of the most significant advancements in call center technology. Your contact center shouldn’t rely only on supervisors’ skills to track agents’ performance and the customer experience.
Though manual observation is important, there is far more information that your contact center needs to improve. You need advanced analytics in real-time to adjust as needed quickly. Based on data and analytics, you can take decisions that will allow you optimize your processes as per customer needs. Thus, you will ensure customer experience does not get hampered during interaction.
III. Cloud and Remote-Based Centers
Contact centers plan to implement cloud technology and with the coronavirus pandemic, remote-based contact centers have become the norm. For businesses, cloud and remote-based call centers are more affordable as they reduce various overhead costs. Also, they also offer increased flexibility for agents. This means they can enjoy a better work/life balance with more flexible working hours.
Furthermore, your call center gets global exposure and is not limited to a single geographical location. You can expand across geographical borders and time zones for a larger talent pool without sacrificing customer service. Agents may not always be at their computers. That’s why it’s just as important to have a mobile app as well as VoIP (Voice over Internet Protocol) that allows your agents to handle calls and other customer communication on their cell phones. This is a crucial function, even if you just ever use it as a backup option.
IV. AI Integrated into Daily Tasks
It’s impossible to replace humans in the contact center, yet AI and robotic automation are valuable tools to complete routine tasks. According to Gartner, conversational and generative AI technologies will increase contact center spending by around 24% by 2024. Artificial intelligence helps you understand the “why and what” of your customers – “Why are they contacting you?” and “What do your customers really want?” From there, AI takes up the easy and straightforward requests without any input.
It automates sharing pre-recorded messages, call recording, and responding, so agents can focus on important tasks. The AI can complement your human agents but cannot replace them. It can simplify daily tasks that take up time and energy but don’t require personalization. Conversational AI chatbots, for instance, can assist you in identifying clients and their requirements for improved processing with routing.
V. Customer Routing
The customers must be spoken to by the right agents at the right time. Customer routing is crucial because of this. An Automatic Call Distributor (ACD) is one example of call center technology that enables you automatically route incoming calls to agents. Calls can be routed according to several criteria, such as skills-based or round-robin. ACD follows the rules and logic you specify.
The same is true with Interactive Voice Response (IVR), which assists callers in connecting with the appropriate department. In this instance, a pre-recorded message will play when a customer calls you, instructing them to hit a number to select the best course of action: “Press 1 to open an account or Press 2 to speak with customer service,” and so on. Using IVR to streamline the entire customer experience is a terrific idea. Software that helps you automatically direct clients to the most appropriate people for their needs can help you reply more quickly, prevent lines, cut down on wait times, reduce phone transfers, and improve first call resolution.
Conclusion
Contact centers are at the forefront of enhancing the customer experience. As customer expectations evolve businesses must be innovative to stay competitive and meet the needs of their clientele. Transformation in call center technology has been remarkable. Modern call centers now rely on integration of human operators and advanced technology.
The innovation in customer interactions cannot be overstated. Customers today demand a seamless, efficient, and personalized experience. In a highly competitive market, failing to upgrade contact center solutions can result in a market share loss. Fortunately, call center technology offers a multitude of benefits, from more efficient call routing and enhanced data analysis. Also, integration of artificial intelligence (AI) into daily tasks reshapes the contact center industry.
JindalX is equipped with the latest technology to help you provide better customer support. Contact us today for your transformative journey to make exceptional customer interactions. Connect with your customers the better way.
