Customer service professionals who want to be on top of the game should be aware of the key trends that govern the industry. Business process outsourcing is a dynamic industry and trends tend to change. Although some are retained and cross-over to the next year. It is very noticeable that these trends are mostly focused on streamlining and enhancing the services being offered such that customer satisfaction is increased. Here is an overview of some of the most predominant trends that characterize the industry today. Alignment of Channel Strategy with Changing Needs Call center services have realized the importance of aligning the channels used in client interactions with the specific needs of the customer. Usage rates are evolving and channel preferences are not the same as they were a few years ago. The main communication channel utilized by most companies is still voice. However, e-mail, chat, and self-service channels are also being utilized more and more. In order to remain relevant, BPOs must make the necessary modifications. Mobile Solutions are On the Rise When it comes to answering service and related activities involving direct customer interaction, mobile platforms are increasingly usurping other forms of technology. Customers are undoubtedly thriving in the mobile environment and BPO companies, no matter where they are in the world, are investing on mobile hardware and software in order to remain competitive. Sales and marketing are increasingly being conducted using mobile platforms. These days, the challenge for companies is to make their mobile offerings more attractive to clients. Smartphones are becoming more powerful. All sorts of media applications can now be optimized via smartphones and tablets to provide users with a more enriching experience that will entice them to keep coming back for more. Focus on Collaboration One of the trends that highlight the increasing focus on improving levels of customer satisfaction with BPO services is the increase in collaboration within the company. In fact, collaboration is being adopted as a “corporate mindset” by industry leaders. For instance, BPOs are now implementing real-time collaboration. This strategy is being employed in a number of areas. The adoption of collaboration has been shown to increase not just customer satisfaction but employee productivity as well. In-Depth Use of Analytics Customer service calls analytics are being used to gain a unique perspective of customer preferences and behaviors. BPO organizations are giving more attention to devising ways of increasing customer satisfaction by personalizing the services rendered based on data derived from analytics. Resources are being allotted to improve contextualization of end-to-end experiences. This only shows that BPOs are fully aware of the importance of fostering long-term customer loyalty given the intensity of ongoing competition between service providers. It is not surprising that most of the trends cited above are aimed at pleasing customers and responding adequately to their requirements. Perhaps, this is in part brought about by companies turning over a new leaf after losing customers due to poor service. These trends continue to shape service delivery profiles by BPOs as majority of companies make it their top priority to foster a positive customer experience. CBS is a Philippines based BPO company that provides customer service calls and answering service to small businesses.
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