According to this Deloitte Global outsourcing survey, 70% of businesses have collaborated with Business Process Outsourcing (BPO) to reduce costs. Outsourcing customer service has become critical for businesses to streamline their operations as well as gain agility in this highly competitive market. As the dependence on BPOs grows, contact centers further enhance their capabilities by adapting contact center automation. How? Through contact center software that offers advanced features supporting the agents to deliver a seamless customer service experience.
The traditional contact center model is based on numerous agents working in a centralized location. However, the rise of new technologies has led to a redefinition of contact centers and how they operate. In this blog, you will explore reasons for digital transformation in contact centers while learning the ways in which contact center solutions for BPO contribute to the profitability of businesses.
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5 reasons for the accelerated pace of digital transformation
Digital transformation for a BPO is an ongoing journey with the objective of optimizing customer engagement and operational efficiencies across all channels. The question is what caused this accelerated change? Here are some of the prominent causes that have led to this digital transformation trend in BPOs.
1. Shift to WFH work culture
While workplaces were restricted and a lockdown was in effect due to COVID-19, businesses instructed their contact center staff to work from home. To allow consumers to go remote, the contact centers had to put up a lot of work. The centers were able to onboard new customers even in a remote setting by utilizing innovative technologies, such as Video KYC. Today, as the world is returning to normalcy, it has become an established fact that remote work is here to stay. Therefore, it’s imperative for businesses to adopt reliable solutions like contact center software to provide flexibility for their employees.
2. Change in customer behavior
Historically, they have expected basics like fair pricing and quality service. But with the rise of the digital economy, modern customers have much higher expectations, such as proactive customer service, personalized interactions, and connected experiences across digital platforms. Thus, to keep up with these customer expectations, businesses are investing in contact center solutions for BPOs. It is the smartest way to provide a consistent customer service experience without compromising service quality or volume.
3. Understanding the value of data analytics
The modern contact center is a complex and dynamic environment. To be successful, organizations must have a clear understanding of the factors that impact performance. They also need the ability to quickly and accurately identify problems so they can be quickly resolved. This is where the need for analytical metrics comes in.
By tracking a variety of data points, analytical metrics give contact center managers the ability to get a real-time view of what’s happening in their environment. This information can be used to identify issues, optimize performance, and ultimately improve the customer experience. Implementing contact center software provides businesses with easy and quick access to data analytics and reporting, thereby boosting overall business efficiency.
4. Emergence of IVR and RPA
Interactive Voice Response (IVR) and Robotic Process Automation (RPA) are two integral aspects of contact center automation to improve customer experience and efficiency.
IVR is a system that allows customers to interact with a company through a touch-tone phone system. Customers can use IVR to make selections and navigate through a phone menu. IVR systems can also be used to place calls, schedule appointments, and make other requests. RPA leverages artificial intelligence and can automate repetitive operations. In addition, RPA can handle customer queries, update customer records, and perform other tasks.
Both IVR and RPA have their advantages and disadvantages. IVR is typically less expensive than RPA, but it can be less accurate and may require more customer training. On the other hand, RPA is more accurate.
5. Demand for agent monitoring systems:
As more organizations adopt hybrid and remote work models, it is becoming difficult to manage the workforce without technological aid. The agent monitoring system is a remote setup that enables agents to work remotely using a smartphone and allows managers to monitor their performance in real-time.
Why are BPOs redefining their communication with contact center software?
Along with serving customers with a positive experience, BPOs can achieve some of their business goals with the implementation of contact center software. These goals are:
- Reduce the cost of customer acquisition
- Drive operational efficiency
- Map out and improve the customer journey
- Uplift NPS (net promoter score) and CSAT (customer satisfaction) score
- Deliver omnichannel customer service experience
Contact center software is constantly evolving to meet the emerging needs of customers and businesses alike.
How have BPO operations changed after digital transformation?
In the last quarter of the 20th century, the contact center was a large room filled with operators wearing headsets and sitting behind cubicles. Fast-forward to today, and contact centers have evolved into a completely digital environment. This evolution is known as digital transformation. It has led to a series of changes in the way contact centers operate.
- In the past, contact centers were focused on call volumes. The goal was to handle as many calls as possible. Today, the focus is on quality. Contact centers are now designed to provide a better customer experience by handling fewer calls and resolving them more quickly.
- Customers today expect to be able to reach a company quickly and easily, and they expect their issues to be resolved faster and in an efficient manner. They are willing to switch brands in case of just one negative experience. The expectation of customers is on-point and higher than ever before.
- Modern customers have shifted away from traditional voice-based interactions to digital channels like chat, email, and social media is being driven by the needs and expectations of modern consumers. They want to be able to reach businesses 24/7 on their terms, and they expect a seamless, personalized experience every time they interact.
This transformation is still in its early stages, but the trend is clear: digital channels are becoming increasingly important in the contact center. In the future, we expect to see even more contact centers making the shift to digital-only interactions.
The good news is that contact center software service providers are up to the challenge. With the help of contact center software, BPOs are becoming more customer-centric.
5 must-have contact center software features for future-proofing your business
We have talked enough about why digital transformation is required in contact centers. Now, let’s look into the ways contact center software eases the journey with its advanced features.
Automation
Contact center automation eliminates manual work facilitating your agents to focus on their core business,i.e, serving customers. It provides contact centers with the ability to handle a high volume of calls with a limited number of agents. For instance, auto-dialer and call routing ease the work pressure for agents to enable them to provide a quick resolution to customer concerns. Moreover, automation through IVR and chatbot handle simple problems to free up your agents for handling more complex tasks.
Omnichannel Communication
Providing customer support through multi-channel platforms becomes a hassle for agents when responding through multiple software or devices. An omnichannel contact center software integrates all the channels to create a unified platform so that your customers receive a consistent service experience across all channels.
Multi-tenant support
As business scales up, it may require setting up multiple communication systems for its different branches at multiple locations. It is indeed a time-consuming task and also complicates billing and payments. A multi-tenant contact center software can ease this process. It would just be a plug-and-play way of setting up business communications systems at different locations. Moreover, it eliminates manual effort and saves time through automated individualized as well as integrated billing and payment accounting.
Customization
Every contact center solution provider offers a unique set of features. It may or may not include all the features your business requires. Therefore, you must check if your contact center software can be customized as per your business needs. It serves as a must-have aspect in light of your future business provisions.
Data analytics & reporting
Contact center software usually offers data analytics and reporting to enable businesses to drive actionable insights to drive efficiency. But it is essential for businesses to evaluate if the software can provide them with the analytics of metrics that are essential for their businesses. Data is the fuel that will make your business sustainable. Therefore, it is essential to leverage this feature for making your business future-ready.
Gain a competitive edge by reshaping your business communications
Contact centers are evolving to become an integral part of the business, rather than just an afterthought. With the development and advancement in new software and technologies, contact centers can provide better service, higher accuracy, and lower costs. It is the right time to leverage contact center software for optimizing your business operations and generating greater revenue.
Your search for reliable omnichannel contact center software ends here. HoduCC, is one of the best contact center software in the market, offering businesses of all sizes tailored business communications solutions. To deliver a seamless customer service experience, look up the features of this award-winning contact center solution here.
