of web and telephony systems in contact centers are disconnected leading to fragmented CX
of executives from outsourcing customers view innovation as a critical element of BPO
of customer service decision makers believe that the importance of the customer service experience has risen
When organizations are faced with insufficient capacity or spiraling costs, they frequently turn to outsourcers for assistance. As specialists in the field of customer service, outsourcers rely on process expertise and the economies of scale to deliver multichannel customer service that meets strict service levels as well as generates profit. All of this means outsourcers make heavy demands on the customer service software they use.
Many organizations are turning to Outsourcers to deliver and manage emerging customer contact channels such as email or web collaboration because of the advantages gained from the outsourcer’s expertise in these areas and the economies of scale offered by managing high volumes of transactions.
Outsourcers face the challenge of unpredictable enquiry volumes and the need for flexible commercial models that address the issues in achieving ROI from fixed term contracts.
Outsourcers may be faced with providing effective customer service solutions that range from simple information requests to solving complex problems. Outsourcers have to build their relationships with their clients by demonstrating excellence in handling simple customer queries as well as more complex and valuable interactions, apart from being value generators for their clients through point-of-service upsell and cross-sell.
Real-life contact center customer service success story: A newbie agent for a utilities company uses eGain’s AI-powered knowledge management software and saves a customer’s life by giving the right advice right before their house exploded.
Outsourcers need to provide detailed management reporting on operational tasks and SLA while ensuring that client knowledge and data are completely segmented.
Organizations who are looking to Outsourcers or BPOs to support rapid growth of customer service operations or enable re-structuring, consolidation or off-shoring have used agent knowledge bases as a means to retain control of process and customer satisfaction whilst enabling outsourced resources to provide manpower.