Technology and Call Center Services: The Perfect Marriage

Digital Transformation – These two words strike terror into the hearts of veteran employees. People who have worked for a long time in a particular industry, generally, do not like changes. Any deviation in the way business is carried out, directly impacts their comfort zone. And, when it is simply not a change but an overall transformation, the fear factor is expected to be higher.
In most industries, digital transformation has been received well albeit with mild resistance initially. However, many employees that exclusively cater to customers still have certain doubts about it. One of the biggest reasons for their apprehension is due to their belief that customer support is much more personal than other tasks. They do not think customers can be best served by digital solutions and worry about a void being created between both parties.

Don’t Worry; Digital Transformation Is Not a Monster

 Most definitely, digital transformation will bring about a major change in customer support companies; however, it is not a monster that it is made out to be. It is still possible to keep the elements that work well in contact centers and complement them with digital solutions. Integrated CRM with call center software is a great example of digital solutions that can change the way operations flow.
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Most definitely, digital transformation will bring about a major change in customer support companies; however, it is not a monster that it is made out to be. It is still possible to keep the elements that work well in contact centers and complement them with digital solutions. Integrated CRM with call centers India software is a great example of digital solutions that can change the way operations flow.

Quick access to customer’s data along with call history can be the difference between a satisfied customer and a failed call. Also, better analytics provided by latest software solutions supersede most manually created spread sheets by managers working in the BPO industry. Live tracking of calls along with AHT, CSAT scores and other quality parameters ensure the integrity of operations is maintained. Several outbound telecom billing services provider use transparent data access, which eliminates doubts about sanctity of data.

Why Human Touch Is Important for Present and Future of Call Center Operations?

In the above mentioned cases, we can see how digital solutions directly improve call center operations without removing the personal touch. But, there are operations that are best left managed by humans. Right now, we do not have any software that listens to calls and rates an employee’s interaction with customers. However, even if we get one anytime soon, it is better to leave this task solely in the hands of quality assurance experts. The reason being, personal interactions and their contexts are simply too intricate to be deciphered well by Artificial Intelligence (AI).
Maybe in next 100 years, AI would be at parity with the human mind, but until than humans are the best interpreters of human emotions, and we should leave it like that. In the present situation, a call center outsourcing company can leave management of breaks, voice and accent training and other personal tasks in the hands of humans for best results.
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https://vcarecorporation.hatenablog.com/entry/Back-Office-Outsourcing-Services

Mobile Applications For Outsourced Call Centers

Inexpensive mobile phones and mobile operator services have changed the way we connected with each other. Gone are the days when phone calls were expensive and sending letters was considered a feasible option. You can connect with the world around you at a touch of a button and can use a variety of applications to accomplish your routine tasks. Whether you want to order groceries or book a doctor’s appointment, you can seamlessly accomplish every such task with the aid of your smartphone. As mobile phones revolutionized into smartphones, businesses realized the potential of this gadget. This led to the invention of applications that turned out to be quite user-friendly. Booking a cab, ordering meals, and reserving the best seats for an upcoming movie show; all such tasks are simplified due to innovative mobile applications. It can be said today’s smartphones are nothing less than a small PC that fits in your pocket and helps you do whatever you wish to while living life on the run. 

Mobile App For The Call Center Industry

The paradigm shift in the development of mobile technology has opened new avenues for profit generation and businesses from all verticals are taking advantage of this opportunity.  Amidst all this, a few outsourcing call centers in the USA and in many other parts of the world have started integrating the work process in mobile apps. These apps enable real-time tracking of consumer requests and queries; thereby proving to be an asset for various call center processes. The main aim of integrating outsourced customer care services in mobile applications is to reach out to tech-savvy target audience formed by mostly Millennials. Call centers today aren’t just dealing with cranky and oblivious customers; they are tackling with request and questions of well-informed Millennials, who know what they want and how they want.

Why Is A Mobile Application Required?

A mobile application for businesses that render direct response call center services or any other outsourcing solution is imperative. It is required for a multitude of reasons, a few of which are mentioned below:

·         It enables a better customer service support along with an enhanced service experience.

·         Mobile apps can resolve issues that can otherwise consume a lot of time and money.

·         It helps customers connect with you as per their requirement at any hour of the day.

·         The call-back solution that is one amongst the amazing features offered by such applications help call centers address more issues and answer more queries each working day.

·         Mobile apps can also act as a gateway to offer customers complimentary rewards and compensation.

·         These applications can also be a great tool to amass constructive feedback and to keep a track of customer journey to modify process as per the requirements and expectations of customers.

                     

These are just a few factors that make mobile application development a lucrative investment for businesses in the call center outsourcing domain. If you have not invested in a customized mobile app for your call center yet then consider doing so to get ahead in the race to success.