Over the last two decades, we have witnessed technology disrupting the face of the industry through enhanced connectivity, improved automation, and discerning insights. Businesses in every nook and corner of the world are leveraging cloud, big data analytics, artificial intelligence, machine learning, and Blockchain to augment their bottom line, bolster productivity and deliver exceptional customer service.
BPO services, in particular, are using integrating these technologies in their day-to-day operations to streamline processes and make the most of their efforts.
Here is a rundown on how technology is changing BPO services in 2020.
Big Data Analytics for Enhanced Insights
Till recently, many BPO services used to rely on supervisors to get maximum work from their contact center agents. Back then, most of the BPOs depended solely on telephone calls to connect with customers. Things have changed in due course. Today, most of the businesses prefer connecting with customers through multiple channels: calls, chats, SMS and social media.
Because there’s too much information to handle, BPO call centers cannot rely exclusively on manual observation and monitoring. As a result, most of the call centers have switched to big data analytics.
They have deployed analytical programs to access dashboards that help them monitor statistics from multiple channels that affect their operations. Using these programs, BPO call centres can now get real-time updates on how their agents are interacting with customers and work proactively to enhance customer service.
Omnichannel Approach for Unified Customer Communication
As call centers are going all out to deliver exceptional customer service, many of them are shifting focus to offering an omnichannel experience. They are using multiple channels for connecting with their customers: voice, SMS, email, social media, webchat and multimedia self-service.
An omnichannel approach benefits both the call centers and customers. It offers customers the flexibility to select the medium of their choice for interacting with agents; as a result, they can choose the channel that makes the most sense for them.
As far as BPO call centers are concerned, they can simplify their operations by using a single point of administration for all kinds of customer interaction and thus unify the customer experience across channels. They can resolve customer issues in the shortest possible time frame. They can also get a real-time view of customer activity through dashboards and forecast their resource requirements in an efficient manner.
Cloud Services for Seamless Collaboration
The cloud industry is making rapid strides across the industrial spectrum. Organizations are deploying state-of-the-art cloud applications for everything from storing mission-critical data and enhancing productivity to collaborating seamlessly and streamlining key business processes.
The adoption of cloud-based services has become particularly significant for BPO call centers. As the number of offshore BPO services continues to explode, more and more businesses are transitioning to the cloud for impeccable communication and collaboration.
Thanks to cloud technology, organizations can now outsource work to BPO call centers situated thousands of miles away and collaborate seamlessly with their vendor to get a real-time assessment of their customer service. They can share resources with their outsourcing partner to help them enhance customer service.
For instance, an organization can update CRM software in the cloud, giving their support agents visibility into customer interactions, allowing them to understand customers better and take steps to bolster their service.
Social Media for Streamlined Communication
As the number of mobile devices continues to rise exponentially, social media platforms-Facebook, LinkedIn, Twitter and Instagram-are getting ubiquitous. Quick to jump on the social media bandwagon, businesses are leaving no stone unturned in deploying the social podium for promoting frequent customer interactions on a wide range of platforms.
Social platforms are changing the way customers interact with call center agents. Today, customers have a platform where they can offer quick feedback on a product/service and expect a personalized, prompt response. They can learn a lot about a business through their social posts.
For businesses, however, social platforms are a double-edged sword. While they can help businesses in the digital world, they can also expose their shortcomings to the public forum.
Artificial Intelligence for Optimised Operations
According to recent statistics, the AI industry is estimated to reach $40 billion by 2020. Many have rightly referred to AI as the new driving force of BPO services. A large number of businesses are using the technology for collecting and analyzing data, predicting trends, patterns and correlations and using these insights to refine customer interactions.
The two areas where artificial intelligence is being widely used are chatbots and call routing.
As far as chatbots are concerned, BPO services are building advanced chatbots using sophisticated AI algorithms. These state-of-the-art chatbots are able to comprehend the context of a customer query and respond almost instantaneously. Many of these virtual assistants can interact with customers in a natural, everyday language.
By deploying these chatbots, BPO services can cater to a large number of customers simultaneously. They can also make sure their queries are addressed at any time of the day. Chatbots thus help businesses assure round-the-clock support.
BPO call centers are using an optimal mix of chatbots and human agents to offer exceptional support. While chatbots can handle simple, routine queries, human agents can take care of complex issues.
BPO call centers are also leveraging the technology in call routing i.e. to direct the incoming calls to the right agent. Not long ago, these call centers had a hard time connecting customers with a suitable agent. Now, with AI in place, the task has been simplified to a great extent. AI algorithms can analyze the profile of the customer and route the call to the appropriate agent/department.
So, these are some of the ways in which technology is changing the face of BPO services in 2020. Are you planning to use any of these services for your outsourcing operations? If yes, please let us know in the comment section below. Thanks for reading.