Articles

Top 5 Call Center Trends That Will Impact The BPO Industry In 2020

by SSR TECHVISION Outsourcing Services | Customer Support |

The Business Process Outsourcing (BPO) industry is known for its customer-centric approach, high responsiveness, understanding customer concerns, and constantly innovating the entire call center process to offer unmatchable customer service. Assisting a massive number of customers on a periodic basis can often be challenging for the inbound call center agents of a call center service provider. Staying alert and looking for the right opportunity to close sales in a short period of time can be a hefty challenge for the outbound call center agents without a sound strategy.

Every year seems to be bringing something completely new for the call center industry. The contact center trends and activities have undergone massive changes and technological updates in the past few years. We are at the dawn of call center trends where new technologies, software, practices, teams, etc. will be more accountable and compulsory to succeed. Customer’s purchase behavior, buying trends, and expectations have evolved over the past few years and businesses are spending great deal of money in better understanding them. Therefore, we have prepared a list of top 5 call center trends that will make an impact the BPO sector in 2020 and beyond.

The Rise Of Omni-Channel Communication

The omni-channel approach can help a customer in securing a highly customized experience across all channels. The users or consumers should be able to get a similar experience when they wish to seek assistance through different channels be it mobile apps, a business website, social media platforms, etc. Top call center outsourcing companies that put great emphasis on the omni-channel strategy allow users to migrate from channel to channel in a consistent and seamless highly seamless manner. This strategy often translates to a similar consistency in branding, promotion, etc. across all the available channels to the consumers. Studies and surveys from time to time have shown that companies with an omni-channel approach are able to deliver better customer experience and customer satisfaction rates as opposed to those businesses which do not.

Increased Customer Engagement Through Social Media

The rise of social media platforms has been quite inevitable. The advent of social media has influenced the digital world and has impacted almost every business as well as the various target customers. Almost every company spends valuable time to maintain an impactful social media presence to better encourage customer interactions and communications. In addition to this, modern customers can also be seen spending a high amount of time on the leading social media platforms like Facebook, LinkedIn, Instagram, Twitter etc. So if the consumers of a company turn to social media platforms to register their queries and concerns, the call center agents can seek valuable insights from their social media posts and complaints. This will further allow the call center agents to better track the consumers on their respective social media platforms and better assist them with the queries or concerns.

Increased Dependence On Data-Driven Approach

BPO organizations have begun making extensive use of the right data analytics tools and software for efficiently monitoring and recording customer purchase behavior interests, feedback, etc. Proper analysis and recording of calls and customer behavior presents them with great options to further improve the service they wish to provide. In this data dominated business environment, the availability of the right data at the right time can make a huge difference to any company. A feedback loop is planned to better record customer feedback after the termination of the phone call. This data can then be used to measure the performance of the call center agents and predict the behavior of the consumers during future contacts.

The Business Process Outsourcing (BPO) industry is known for its customer-centric approach, high responsiveness, understanding customer concerns, and constantly innovating the entire call center process to offer unmatchable customer service. Assisting a massive number of customers on a periodic basis can often be challenging for the inbound call center agents of a call center service provider. Staying alert and looking for the right opportunity to close sales in a short period of time can be a hefty challenge for the outbound call center agents without a sound strategy.

Every year seems to be bringing something completely new for the call center industry. The contact center trends and activities have undergone massive changes and technological updates in the past few years. We are at the dawn of call center trends where new technologies, software, practices, teams, etc. will be more accountable and compulsory to succeed. Customer’s purchase behavior, buying trends, and expectations have evolved over the past few years and businesses are spending great deal of money in better understanding them. Therefore, we have prepared a list of top 5 call center trends that will make an impact the BPO sector in 2020 and beyond.

The Rise Of Omni-Channel Communication

The omni-channel approach can help a customer in securing a highly customized experience across all channels. The users or consumers should be able to get a similar experience when they wish to seek assistance through different channels be it mobile apps, a business website, social media platforms, etc. Top call center outsourcing companies that put great emphasis on the omni-channel strategy allow users to migrate from channel to channel in a consistent and seamless highly seamless manner. This strategy often translates to a similar consistency in branding, promotion, etc. across all the available channels to the consumers. Studies and surveys from time to time have shown that companies with an omni-channel approach are able to deliver better customer experience and customer satisfaction rates as opposed to those businesses which do not.

Increased Customer Engagement Through Social Media

The rise of social media platforms has been quite inevitable. The advent of social media has influenced the digital world and has impacted almost every business as well as the various target customers. Almost every company spends valuable time to maintain an impactful social media presence to better encourage customer interactions and communications. In addition to this, modern customers can also be seen spending a high amount of time on the leading social media platforms like Facebook, LinkedIn, Instagram, Twitter etc. So if the consumers of a company turn to social media platforms to register their queries and concerns, the call center agents can seek valuable insights from their social media posts and complaints. This will further allow the call center agents to better track the consumers on their respective social media platforms and better assist them with the queries or concerns.

Increased Dependence On Data-Driven Approach

BPO organizations have begun making extensive use of the right data analytics tools and software for efficiently monitoring and recording customer purchase behavior interests, feedback, etc. Proper analysis and recording of calls and customer behavior presents them with great options to further improve the service they wish to provide. In this data dominated business environment, the availability of the right data at the right time can make a huge difference to any company. A feedback loop is planned to better record customer feedback after the termination of the phone call. This data can then be used to measure the performance of the call center agents and predict the behavior of the consumers during future contacts.

Artificial Intelligence To Aid Customer Interactions

The advent of Artificial intelligence has impacted the entire business world in the last few years. The BPO firms are not much behind in adopting the enormous benefits of it and supplying them to the valuable customers of a business. Companies based in the US extensively opt for call center outsourcing India to streamline call center experiences for customers of the business. IVR systems have been used in by BPO companies for years and Artificial Intelligence will influence the IVR systems in a massive way. AI can help the agents in better recognizing customer voice and tone and help an agent figure out the present mood and behavior of a customer.

Increased Cloud Adoption

Cloud effectively solves the business concerns related to data storage, data access, security, flexibility, and usage. Therefore, building or moving the entire process to cloud will take the center stage and help companies solve the issues related to improving customer engagement, turnaround time, etc. With the advent of cloud technology, migrating the services to the cloud will instantly solve maximum business concerns. The cloud tools can store data from universally accessible locations, and the permitted users will have instant access to the customer information and data.

The advent of Artificial intelligence has impacted the entire business world in the last few years. The BPO firms are not much behind in adopting the enormous benefits of it and supplying them to the valuable customers of a business. Companies based in the US extensively opt for call center outsourcing India to streamline call center experiences for customers of the business. IVR systems have been used in by BPO companies for years and Artificial Intelligence will influence the IVR systems in a massive way. AI can help the agents in better recognizing customer voice and tone and help an agent figure out the present mood and behavior of a customer.

Increased Cloud Adoption

Cloud effectively solves the business concerns related to data storage, data access, security, flexibility, and usage. Therefore, building or moving the entire process to cloud will take the center stage and help companies solve the issues related to improving customer engagement, turnaround time, etc. With the advent of cloud technology, migrating the services to the cloud will instantly solve maximum business concerns. The cloud tools can store data from universally accessible locations, and the permitted users will have instant access to the customer information and data.





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About SSR TECHVISION Freshman   Outsourcing Services | Customer Support |

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Joined APSense since, April 13th, 2018, From Amory, United States.

Created on Nov 4th 2019 12:34. Viewed 502 times.

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