Why Digital Transformation is Crucial for Contact Center’s Survival

If you are from the contact center industry, then you must have noticed many modernizations in this sector in the past few years. The industry is moving ahead with customer’s and client’s expectations to provide them a truly advanced service and solution that helps streamline their business processes. With the rising number of contact centers in the world, the real survivors will be those contact centers that are able to adapt digital transformation and take it a step further in the coming year.

Call centers have always been an industry that has utilized cutting-edge technology for themselves and their clients. In fact, in a country like India, call center companies are offering their employees and clients access to the kind of technology that at one point was only available to large-scale IT companies. That is also the reason that businesses outsource their various processes to these companies because they have the required technology and businesses do not want to spend their budget on.

Factors Making Digital Transformation Crucial

The below factors are the reason why fast adoption of new digital technologies and strategies has become necessary for contact centers around the world.

• Social Media

Social media has become a part of every consumer’s life and it has also become a part of business as well. The way companies are interacting with their customers has really changed due to the exponential rise of social media. Young customers expect their brands to be active on every single social media platform they use especially the more popular ones.

When businesses outsource their customer support processes to call centers these days, they are expecting those call centers to provide support on social media too. Handling customer queries and complaints about social media lead to better customer engagement and satisfaction which is the ultimate goal of companies today, as it should be.

• Rising Competition

The BPO sector is a highly competitive sector where every company is looking to gain a competitive edge over the other. Technology plays a big role in this competition as it can be the deciding factor when clients have to choose between two call center services providers. Adapting modern technology and latest digital trends will make your contact center stand out from the rest.

Competition is a huge motivating factor for BPO companies to take a long hard look at their existing digital strategies and compare them with others to see exactly where they stand. This comparison further leads to corrective action and a change in digital strategy.

• Demand for Omni-Channel

One of the major shifts in the call center trends is that of omnichannel demand being on the rise. As we have already discussed above, the changing behavior of the customers has caused a ripple effect in the industry, causing major shifts. Customers want their brands to be engaged with them on various channels and expect support on all of them.

There is a need for unification of the information among all these various channels like voice, email, chat and social media. A proper omnichannel support helps customers in such a way that if they communicate an issue over the phone with your service representatives, the next time they are chatting with an agent on your live chat, the records of their telephonic conversation would be present with the agent.

This way, customers do not need to repeat their issues to each new agent they communicate with on each different support channel. That is the real omnichannel support that is needed from contact centers today.

Moving Ahead:

The future as we at Octopus Tech see it will have all the top contact centers of the world racing towards the adoption and implementation of new digital technologies to meet the changing demands of their clients as well as their customers. It will not just be about who can adopt it faster but who can actually implement it better.

Original Source: http://www.theoctopustech.com/2017/12/digital-transformation-crucial-contact-centers-survival/

Why Analytics Has A Significant Role in Call Centers in the U.K

The call center industry in the U.K is going through a transformation. It is no longer just about answering phone calls or making calls to customers. Call centers have become a hub for customer engagement and customer satisfaction. The importance of excellent customer service is being realized by organizations of various industries across the country. A big role in customer delight is being played but customer data and analytics. Not just customer analytics but analytics regarding the performance of the call center itself to know where it is headed and what improvements can be made.

The Increasing Importance of Call Center Analytics

As stated above, analytics are extremely important for any call center company. It lets the management get an important insight into the performance of the center to see if the organization’s goals are being met. Not just the organization’s goals but the client’s goals that are crucial need to be met and analytics can help track that.

This data can then be used to take corrective actions if the performance is found to be deviating from the targets set by management. There are several tools used in BPO companies that also help measure performance like customer satisfaction (CSAT), number of calls per agent, number of inquiries resolved etc. This data is crucial for analyzing any call center’s performance.

Analytics Help Improve Customer Interactions

Analytics does not just help call centers manage their internal operations better but also plays a big role in changing the way customers interact with them and vice versa. One of the reasons people hate calling customer care of any company is the long hold time. No one has the patience to stay on hold, listening to terrible hold music waiting for someone to attend to their issues. Another major problem is that customers have to provide the same information several times regarding their case history. This sort of redundancy leads to customer dissatisfaction.

With the help of analytics, call centers can check call volume trends to know which the busiest time of the day for them is so that they can manage their workforce accordingly. The breaks, shift timings and off days can be managed in such a way that appropriate amount of manpower is available to handle the high call volumes when needed the most. User analytics can help agents map and record customer information in a centralized database so that whoever gets the call from the same customer again are well aware of their issue, hence reducing redundancy of information sharing.

Better Analytics Leads to Better Process Management

Analytics helps streamline every process at a call center while increasing customer satisfaction for your client’s customers. The ultimate goal has to be customer engagement and customer delight as that is what keeps both a call center and its clients in business. By partnering with a company like Octopus Tech that combines call center services with data analytics to provide customer experience solutions that raise the level of operations and customer interaction.

To know more about how our solutions can help your business, contact us today.

Original Source: http://theoctopustech.co.uk/2017/12/why-analytics-has-a-significant-role-in-call-centers/