In the relentless pursuit of success, businesses have come to realize the paramount significance of customer experience. In an era where consumers are kings and queens, a staggering 86% of them are willing to pay more for a better customer experience (Source: Forbes). Moreover, a delightful experience makes customers 3.6 times more likely to advocate for a brand (Source: IBM). Therefore, crafting unforgettable interactions has become the heart and soul of winning customer loyalty.

As we approach the curtain falls on this intriguing introduction, we hope it has piqued your curiosity about the enchanting world of Virtual BPO Services and their profound impact on customer experience. The blog ahead promises a captivating exploration of real-life success stories, mind-blowing statistics, and thought-provoking insights, all centered around the transformative power of BPO Call Center Services. So, dear reader, do not miss the opportunity to dive deeper into this fascinating subject. Unlock the secrets that will revolutionize your understanding of customer experience – read on!

Remember, the key to unlocking greatness lies within the pages that follow. Happy reading!

Advantages of Virtual BPO Services for Customer Experience

As we journey deeper into the captivating world of Virtual BPO Services, the spotlight shines brightly on the numerous advantages they bring to enhance the mystical realm of customer experience. In this chapter of our exploration, we shall unravel the enchanting benefits that BPO Services bestow upon businesses and their cherished clientele. From the magical realm of 24/7 customer support to the art of weaving prompt responses, let us embark on this marvelous adventure together.

24/7 Customer Support and Availability

Virtual BPO Services wave their wand to conjure the power of round-the-clock customer support. Gone are the days of impatiently waiting for assistance, for virtual agents stand ever-ready, day and night, to address customer queries and concerns. According to a study by HubSpot, 82% of customers expect an immediate response when they reach out for support. Virtual BPO ensures that this expectation is not only met but surpassed, leaving customers in awe of the efficiency and care bestowed upon them.

Picture this, a customer reaches out to a business seeking help, and within seconds, a virtual agent is there to provide a solution. Virtual BPO Services epitomize agility, as AI-driven chatbots and responsive agents ensure that no customer is left waiting in a queue. In the fast-paced digital age, where attention spans are dwindling, a study by SuperOffice found that 41% of customers expect a response to their query within one hour. Virtual BPO makes this a reality, guaranteeing prompt responses that leave customers feeling valued and appreciated.

Multichannel Support and Seamless Communication

Just as a master illusionist seamlessly transitions from one spellbinding trick to another, so do Virtual BPO Services enable businesses to support customers across diverse communication channels. Whether it be through the traditional telephone, the swift elegance of email, the nimble dance of live chat, or the vibrant world of social media, virtual agents stand ready to enchant customers at every turn. According to research by Microsoft, 66% of consumers use an average of three or more communication channels to interact with businesses. Virtual BPO Services embrace this diversity, ensuring that no matter which channels customers choose, they receive the same level of exceptional care and attention.

Read More: Key Roles Of Business Process Services in 2023

Imagine each customer engagement as a unique spell, expertly crafted to delight and enthrall. Virtual BPO Services masterfully achieve this by weaving consistent and personalized interactions into every encounter. AI-driven technology empowers virtual agents to understand customer preferences, past interactions, and purchase history, allowing them to tailor each conversation with a touch of personalization. A study by Accenture reveals that 91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations. Virtual BPO Call Center Services embody this understanding, ensuring that each customer feels valued and cherished throughout their journey.

Personalization and Customer Data Management

In this segment of our exploration, we shall delve into the mystical realm of data-driven personalization, where tailoring services, safeguarding information, and complying with privacy regulations combine to create an awe-inspiring experience for all.

Utilizing Customer Data to Enhance Interactions:

In the world of Virtual BPO Services, customer data is akin to the magician’s spellbook – a treasure trove of insights that unveils the secrets of enchanting interactions. Through intelligent data analysis, businesses can gain a deep understanding of their customer’s preferences, pain points, and aspirations. Armed with this knowledge, virtual agents can craft interactions that resonate with each individual on a personal level. A report by McKinsey reveals that personalization can lead to a 10-30% increase in revenue for businesses. Virtual BPO Services capitalize on this revelation, ensuring that every interaction leaves a lasting impression of care and thoughtfulness.

Tailoring Services and Recommendations Based on Individual Preferences:

Just as skilled illusionists customize their performances for different audiences, Virtual BPO Services tailor their offerings to cater to the unique preferences of each customer. Armed with the magic of AI-driven algorithms, virtual agents can curate personalized recommendations and services that align precisely with individual tastes and needs. This personal touch goes a long way in fostering customer loyalty and advocacy. According to Evergage, 88% of customers feel more positively about a brand that provides personalized experiences. Virtual BPO Services wield this power to weave a bond of trust and affinity with every valued customer.

Ensuring Data Security and Compliance with Privacy Regulations:

In the realm of data-driven personalization, protecting the magic scroll of customer information is of paramount importance. Virtual BPO Services understand the significance of data security and compliance with privacy regulations, safeguarding customer data as diligently as a dragon guards its treasure. With stringent measures and robust protocols in place, businesses can rest assured that their customers’ information remains safe and confidential. This trust, in turn, cultivates a sense of security and reliability, strengthening the customer-business relationship.

Specialized Expertise and Improved Issue Resolution

Like masterful sorcerers wielding their ancient knowledge, Virtual BPO Services grant businesses access to skilled professionals with domain-specific wisdom. In this ultimate segment of our exploration, we shall unravel the magical advantages of entrusting complex issues and technical challenges to these expert magicians, who effortlessly transform hurdles into stepping stones for a seamless customer experience.

Access to Skilled Professionals with Domain-Specific Knowledge:

In the realm of customer support, knowledge is the elixir that breathes life into exceptional experiences. Virtual BPO Services serve as the gateway to an expansive world of skilled professionals, each adorned with domain-specific expertise. Businesses can tap into this wealth of knowledge and summon the right experts to handle customer inquiries with precision and finesse. A study by Deloitte found that 59% of businesses outsource to gain access to skilled expertise. Virtual BPO Services manifest this wisdom, ensuring that customers receive unparalleled support, tailored to their unique needs.

Efficiently Resolving Complex Issues and Technical Challenges:

Just as wizards unravel the most intricate spells, Virtual BPO Services are well-versed in the art of conquering complex issues and technical conundrums. Armed with a magical arsenal of resources and a deep understanding of the subject matter, virtual agents deftly navigate through challenges that might leave others bewildered. This prowess translates to quicker resolution times, leaving customers delighted and awe-inspired. A report by ICMI found that 56% of customers have to re-explain their issues when contacting customer service. Virtual BPO Services break this cycle of frustration, weaving a seamless experience where resolutions flow effortlessly.

Minimizing Customer Effort Through Quick and Effective Solutions:

In the realm of customer experience, time is the most precious currency. Virtual BPO Services cherish this understanding and strive to minimize customer effort through swift and effective solutions. Every interaction is approached with an unwavering commitment to resolving issues promptly, freeing customers from the shackles of lengthy waits and repetitive inquiries. According to Harvard Business Review, reducing customer effort can increase customer loyalty by 94%. Virtual BPO Services harness this insight, ensuring that each encounter is a testament to the magic of efficiency and customer-centricity.

Continuous Improvement and Feedback Integration

In this ultimate chapter of our exploration, we shall delve into the mystical art of analyzing feedback, implementing transformative improvements, and embracing a customer-centric philosophy that paves the way for lasting success.

Analyzing Customer Feedback and Insights:

In the realm of customer experience, feedback is the whisper that reveals the deepest desires of patrons. Virtual BPO Services act as attentive listeners, capturing and deciphering the essence of each customer’s voice. Through advanced analytics and sentiment analysis, these magical services discern valuable insights that guide businesses in their quest for improvement. According to Qualtrics, 80% of companies that prioritize customer experience have better financial performance. Virtual BPO Services treasure this understanding, utilizing feedback as a compass to navigate toward customer-centric excellence.

Implementing Improvements in Service Delivery and Processes:

Once the map of customer feedback is unveiled, BPO Services embark on a transformative journey of improvement. Just as a skilled artisan refines their craft, these services refine their service delivery and internal processes to align with customer expectations. The result? A seamless and delightful experience that leaves customers spellbound. A study by PwC reveals that 43% of consumers would pay more for greater convenience. Virtual BPO Services masterfully implement such improvements, enchanting customers with unparalleled ease and efficiency.

Fostering a Customer-Centric Approach for Long-Term Success:

In the grand tapestry of customer experience, customer-centricity serves as the golden thread that weaves it all together. Virtual BPO Services embrace this philosophy with utmost devotion, ensuring that each decision and action revolves around customer satisfaction. By putting customers at the heart of their operations, these services forge lasting bonds of loyalty and advocacy. A report by Deloitte found that customer-centric companies were 60% more profitable than companies not focused on the customer. Virtual BPO Services cherish this wisdom, sowing the seeds of long-term success through their unwavering dedication to the customer’s happiness.

Final Concluding Thoughts

From the realms of 24/7 customer support to data-driven personalization, seamless multichannel communication, and specialized expertise, BPO Services have cast a spell of enchantment that transcends the boundaries of time and space.

With access to skilled professionals and domain-specific knowledge, businesses are empowered to deliver exceptional support, tailored to each individual’s needs. The art of analyzing customer feedback and insights has paved the way for continuous improvement, fostering a customer-centric approach that ensures long-term success. Moreover, BPO Services have wielded the wand of data management, guarding customer information with utmost care while delivering personalized interactions that leave customers awe-inspired.

The wonders of Virtual BPO Services have unfolded like a mesmerizing tale, leaving us with the undeniable truth that customer experience is the cornerstone of business success. As the curtains draw to a close on this magical journey, we urge you to embrace the revelations and insights that this odyssey has provided. Unlock the secrets of exceptional customer experience, and let the enchantment of BPO Services guide your business toward unparalleled heights of success. Venture forth and immerse yourself in the full brilliance that awaits, for the realm of customer experience holds infinite possibilities for those who dare to embark on this magical path.

The post How Virtual BPO Services Enhance Customer Experience? appeared first on Cyfuture Blog.

Customer Experience refers to the sum total of all interactions a customer has with a business, from pre-purchase research to post-purchase feedback. It encompasses all the touchpoints a customer has with a brand and is a crucial factor in determining customer loyalty and advocacy. The customer experience can make or break a business. A positive experience can lead to customer loyalty, repeat business, and positive word-of-mouth, while a negative experience can lead to customer churn, bad reviews, and a tarnished reputation. By prioritizing CX, businesses can differentiate themselves from their competitors, increase customer satisfaction, and drive growth.

As technology continues to evolve, so does the way businesses interact with their customers. From AI-powered customer service to immersive experiences. In 2023, the customer experience game is changing, and here are the top five emerging trends that are sure to have businesses and customers alike swaying to a new beat:

Personalized Experience

Personalized Experience refers to customizing the customer journey to cater to the individual needs, preferences, and behavior of each customer. This can be achieved through data analysis and advanced technology, such as AI and machine learning, which allow businesses to gather and analyze customer data and use it to create a tailored experience.

Personalization is no longer a luxury, but a necessity in today’s customer experience landscape. Customers expect a seamless, personalized experience and are more likely to engage with a brand that recognizes and caters to their individual needs. In fact, a study showed that 89% of customers are more likely to shop with a brand that offers personalized experiences.

Examples of companies that have successfully implemented Personalized Experience:

Many companies have successfully implemented personalized experiences, with great results. Here are a few examples:

Amazon: Amazon uses data from its customer’s purchasing history, browsing behavior, and more to make product recommendations and offer a personalized shopping experience.

Netflix: Netflix uses algorithms to recommend shows and movies based on a customer’s viewing history, ratings, and preferences.

Starbucks: Starbucks allows customers to order and pay for their drinks through a mobile app, which saves their preferences and makes ordering a personalized, hassle-free experience.

Personalization benefits both businesses and customers in numerous ways:

Increased Customer Satisfaction: Personalization leads to increased customer satisfaction as customers feel understood and valued.

Improved Engagement: Personalized experiences can improve customer engagement and increase the likelihood of repeat business.

Increased Sales: Personalization can lead to increased sales as customers are more likely to purchase from a brand that offers a personalized experience.

Better Customer Insights: Personalization allows businesses to gather valuable customer data, which can be used to improve the customer experience and make informed business decisions.

Overall, personalization is a key component of delivering a memorable and effective customer experience. By understanding and catering to the individual needs and preferences of each customer, businesses can create meaningful connections and drive customer loyalty.

Artificial Intelligence (AI) and Machine Learning (ML)

Artificial Intelligence and Machine Learning are rapidly transforming the customer experience landscape. AI and ML are enabling businesses to analyze vast amounts of customer data and use that information to create personalized, efficient, and effective customer experiences. AI-powered chatbots services and virtual assistants can provide customers with instant answers to their questions, while ML algorithms can make personalized product recommendations and provide real-time customer service.

Examples of AI and ML in Customer Service and Sales:

AI and ML are being used in a variety of ways to improve the customer experience in customer service and sales, including:

Chatbots: AI-powered chatbots can provide 24/7 customer service, answering common questions and directing customers to the right resources.

Virtual Assistants: Virtual assistants, such as Siri and Alexa, use AI and ML to understand and respond to natural language queries, making it easier for customers to find the information they need.

Personalized Product Recommendations: AI and ML algorithms can analyze customer data, such as purchase history and browsing behavior, to make personalized product recommendations.

Benefits of AI and ML for businesses and customers: 

AI and ML offer numerous benefits for both businesses and customers, including:

Increased Efficiency: AI and ML can automate repetitive tasks, freeing up customer service representatives to focus on more complex issues.

Improved Customer Service: AI and ML can provide instant answers to customer questions and provide real-time customer service.

Personalization: AI and ML can analyze customer data to provide personalized experiences and recommendations.

Cost Savings: By automating repetitive tasks, AI and ML can help businesses save money on customer service and sales.

Challenges and limitations of AI and ML in Customer Experience: 

While AI and ML have the potential to greatly improve the customer experience, there are also challenges and limitations to consider, including:

Lack of Empathy: AI and ML lack the emotional intelligence and empathy that human customer service representatives can provide.

Bias: AI and ML algorithms can be biased if the data they are trained on is biased.

Limited Understanding of Natural Language: AI and ML still struggle with understanding natural language, leading to misunderstandings and incorrect responses.

Data Privacy Concerns: The use of AI and ML in customer experience raises data privacy concerns, as businesses collect and analyze vast amounts of customer data.

In conclusion, AI and ML are rapidly transforming the customer experience, but businesses must be aware of the challenges and limitations associated with these technologies. By carefully considering these issues, businesses can use AI and ML to deliver a personalized, efficient, and effective customer experience.

Omnichannel Experience

Omnichannel experience refers to the seamless integration of a customer’s experiences across all touchpoints and channels, including online, in-store, mobile, and social media. The goal of an omnichannel experience is to provide a consistent and cohesive experience for customers, regardless of how they choose to interact with a brand.

An omnichannel experience is increasingly important in today’s customer-centric world, as customers expect to be able to interact with a brand on their terms. Omnichannel experiences can also help build brand loyalty, as customers are more likely to remain loyal to a brand that provides a seamless and consistent experience across all touchpoints.

Examples of companies that have successfully implemented Omnichannel Experience: 

Companies that have successfully implemented omnichannel experiences include:

Amazon: Amazon provides a seamless experience for customers, regardless of whether they shop online or in-store, through its Amazon Prime membership program.

Starbucks: Starbucks has implemented a mobile app that allows customers to place orders and pay for them through their phones, reducing wait times and improving the customer experience.

Zara: Zara provides a seamless omnichannel experience, allowing customers to shop online or in-store, and receive personalized recommendations based on their past purchases.

Benefits of Omnichannel for businesses and customers

Omnichannel experiences offer numerous benefits for both businesses and customers, including:

Improved Customer Experience: Omnichannel experiences provide a seamless and consistent experience for customers, improving their overall experience with a brand.

Increased Engagement: Omnichannel experiences can increase customer engagement, as customers are more likely to interact with a brand that provides a seamless experience across all touchpoints.

Increased Sales: Omnichannel experiences can drive sales by providing customers with a consistent experience, regardless of whether they shop online or in-store.

Improved Customer Insights: Omnichannel experiences can provide businesses with valuable customer insights, as they can analyze customer data from multiple touchpoints to understand customer behavior and preferences.

In conclusion, an omnichannel experience is increasingly important in today’s customer-centric world, as customers expect to be able to interact with a brand on their terms. By providing a seamless and consistent experience across all touchpoints, businesses can improve the customer experience and drive sales.

Emotional Experience

Emotional experience refers to the feelings and emotions that customers associate with a brand or product. This type of experience goes beyond functional attributes and focuses on creating an emotional connection with customers. Emotional experiences can be triggered by various factors, such as the design of a product, the customer service experience, and the brand’s overall messaging and values.

Emotion plays a crucial role in customer experience, as it can greatly impact customer perception and behavior. Research has shown that customers are more likely to make repeat purchases and recommend products to others if they have an emotional connection with a brand. In fact, emotional experiences can be up to twice as powerful as functional experiences in determining customer loyalty and brand preference.

Examples of companies that have successfully implemented Emotional Experience: 

Companies that have successfully implemented emotional experiences include:

Apple: Apple’s brand and products are known for evoking strong emotions in customers, from the sleek design of its products to its user-friendly software.

Disney: Disney creates emotional experiences for customers by immersing them in fantastical worlds and storylines, making them feel like they are part of the magic.

Nike: Nike’s “Just Do It” slogan and marketing campaigns evoke emotions of determination, courage, and perseverance, inspiring customers to pursue their own personal goals.

Benefits of Emotion for businesses and customers:

Emotional experiences offer numerous benefits for both businesses and customers, including:

Improved Customer Experience: Emotional experiences can greatly enhance the overall customer experience, as they create an emotional connection with customers.

Increased Customer Loyalty: Emotional experiences can increase customer loyalty, as customers are more likely to remain loyal to a brand if they have an emotional connection with it.

Increased Brand Awareness: Emotional experiences can increase brand awareness, as customers are more likely to remember a brand that evokes strong emotions in them.

Increased Sales: Emotional experiences can drive sales, as customers are more likely to make repeat purchases and recommend products to others if they have an emotional connection with a brand.

In conclusion, emotional experiences play a crucial role in customer experience, as they can greatly impact customer perception and behavior. By creating an emotional connection with customers, businesses can improve the overall customer experience, increase customer loyalty, and drive sales.

Virtual Reality (VR) and Augmented Reality (AR)

Virtual Reality (VR) and Augmented Reality (AR) are technologies that allow customers to immerse themselves in digital environments and interact with digital objects in real time. These technologies have the potential to revolutionize the customer experience by providing customers with new and innovative ways to engage with brands and products.

Examples of VR and AR in Customer Service and Sales: 

Some examples of VR and AR in customer service and sales include:

Virtual Product Demonstrations: VR can be used to provide customers with virtual demonstrations of products, allowing them to experience the product in a more immersive and interactive way.

AR-Enabled Online Shopping: AR can be used to enhance online shopping experiences by allowing customers to see how products would look in their homes before making a purchase.

Virtual Customer Service: VR can be used to provide virtual customer service, allowing customers to interact with representatives in a more immersive and personal way.

Benefits of VR and AR for businesses and customers:

VR and AR offer numerous benefits for both businesses and customers, including:

Improved Customer Experience: VR and AR can greatly enhance the overall customer experience by providing customers with new and innovative ways to engage with brands and products.

Increased Customer Engagement: VR and AR can increase customer engagement, as customers are more likely to be actively involved in the experience.

Increased Sales: VR and AR can drive sales, as customers are more likely to make purchases after experiencing products in a virtual or augmented environment.

Increased Brand Awareness: VR and AR can increase brand awareness, as customers are more likely to remember a brand that provides unique and engaging experiences.

Challenges and Limitations of VR and AR in Customer Experience: 

While VR and AR offer numerous benefits, there are also some challenges and limitations that businesses need to be aware of, including:

High Development Costs: Developing VR and AR experiences can be expensive and require specialized skills and technology.

Technical Limitations: VR and AR experiences are still in the early stages of development, and there are limitations to the level of immersion and interaction that can be achieved.

User Adoption: VR and AR are still relatively new technologies, and there is a lack of widespread adoption among customers.

In conclusion, VR and AR have the potential to revolutionize the customer experience by providing customers with new and innovative ways to engage with brands and products. However, businesses need to be aware of the challenges and limitations associated with VR and AR, and carefully consider the costs and benefits of incorporating these technologies into their customer experience strategy.

Conclusion

The future of customer experience is constantly evolving, and businesses need to be proactive in adopting new and innovative technologies and strategies to stay ahead of the curve. By focusing on personalized, AI-powered, omnichannel, emotional, and VR/AR experiences, businesses can greatly enhance the customer experience and build long-lasting relationships with their customers.

Cyfuture encourages businesses to take advantage of these emerging trends and to adopt them in their customer experience strategies. By doing so, businesses can stay ahead of the curve, provide their customers with unique and engaging experiences, and build strong, long-lasting relationships with their customers. The future of customer experience is bright, and businesses that are proactive in adopting these trends will be well-positioned for success in the years to come.

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What is Sustainable Transformation?

Sustainable transformation refers to a process of change that seeks to address some of the most pressing challenges facing our planet such as climate change, loss of biodiversity, and inequality. The goal of sustainable transformation is to create a more equitable and sustainable future for all. It is a holistic approach that considers the interconnections between economic, social, and environmental systems and seeks to transition from the current unsustainable model of economic development to a more sustainable one.

Some benefits of sustainable transformation include:

Environmental Protection: Sustainable transformation aims to reduce the negative impact of human activities on the environment. This includes reducing greenhouse gas emissions, preserving biodiversity, and reducing the depletion of natural resources.

Social Equity: Sustainable transformation works towards creating a more equitable society by reducing income inequality and addressing the root causes of poverty. This helps to create a more just and equitable world for all.

Economic Growth: By transitioning to a more sustainable model of economic development, sustainable transformation can help to create long-term economic growth. This is because sustainable transformation promotes the use of renewable resources and reduces waste, leading to a more efficient use of resources and lower costs.

Job Creation: Sustainable transformation can create new jobs in industries such as renewable energy, sustainable agriculture, and sustainable tourism. This can help to reduce unemployment and provide new economic opportunities for people.

Improved Health: Sustainable transformation can improve public health by reducing air and water pollution, promoting healthy and sustainable food systems, and increasing access to clean water and sanitation.

Sustainable transformation is a crucial step in addressing the challenges facing our planet and creating a more equitable and sustainable future for all. By considering the interconnections between economic, social, and environmental systems, sustainable transformation has the potential to create positive change for both people and the planet.

The Need for a Holistic Approach

Sustainable transformation requires a holistic approach that considers the interplay between social, environmental, and economic sustainability. Social sustainability involves ensuring the well-being and equitable distribution of resources to meet the needs of present and future generations. Environmental sustainability involves reducing the negative impact of human activities on the environment and preserving natural resources for future generations. Economic sustainability involves creating a sustainable and resilient economy that meets the needs of the present without compromising the ability of future generations to meet their own needs.

A purely digital approach to sustainability may improve efficiency and productivity, but it does not address the root causes of environmental and social issues. Digital transformation mainly focuses on optimizing business processes and using technology to enhance efficiency. However, it does not address the larger systemic issues such as the depletion of natural resources, the widening gap between rich and poor and the impact of human activities on the environment.

Sustainable transformation requires a cross-disciplinary approach that brings together different fields of study such as economics, environmental science, and sociology. This approach recognizes the interconnectedness of social, environmental, and economic systems and the need to address these issues in a comprehensive and integrated manner. A cross-disciplinary approach can help to create new and innovative solutions that address the root causes of environmental and social challenges, rather than just treating the symptoms.

For example, a study by the World Bank showed that in order to achieve sustainable development, it is necessary to take a holistic approach that considers the interplay between social, environmental, and economic sustainability. The study found that countries with a higher level of social and environmental sustainability also had higher levels of economic growth and development. This demonstrates the importance of a cross-disciplinary approach in creating sustainable and equitable outcomes.

The Role of Leadership in Sustainable Transformation

Leadership plays a crucial role in building a culture of sustainability within an organization or community. A culture of sustainability encourages individuals to think critically about their impact on the environment and to take action to reduce their footprint. This can be achieved through setting sustainability goals, providing training and education on sustainable practices, and encouraging sustainable behavior through incentives and recognition.

Leadership can encourage innovation and experimentation to drive sustainable transformation. This can involve creating a supportive environment for new and innovative ideas, investing in research and development, and supporting sustainable solutions that may not have been tried before. Encouraging experimentation and innovation can lead to the development of new and effective solutions to sustainability challenges.

Read more: Zero-Knowledge Ethereum Virtual Machine – The Future of Blockchain Platforms

Leadership can also play an important role in building collaboration and partnerships to drive sustainable transformation. This can involve working with other organizations and communities to share resources, knowledge, and best practices. It can also involve building partnerships with government and non-government organizations to create a supportive policy environment for sustainable transformation. Collaboration and partnerships can help to create a more coordinated and effective response to sustainability challenges, leading to more positive outcomes for people and the planet.

For example, a study by the Harvard Business Review found that effective leadership is critical to the success of sustainable transformation. The study found that leaders who effectively engage with employees and stakeholders, and who are able to build a culture of sustainability, are more likely to achieve successful outcomes in sustainable transformation initiatives. This demonstrates the importance of leadership in driving sustainable transformation and creating a more sustainable and equitable future for all.

Case Studies of Successful Sustainable Transformation

Companies that have successfully adopted sustainable transformation include Patagonia, The Body Shop, IKEA, Unilever, The North Face, Nestle, Johnson & Johnson, Procter & Gamble, Coca-Cola, and Walmart. These companies have been praised for their innovative and impactful approaches to sustainable business, and serve as examples for other organizations looking to adopt similar practices.

The approaches taken by these companies to achieve sustainable transformation are diverse, but share a common focus on reducing their impact on the environment and promoting social responsibility. For example, Patagonia has made significant investments in renewable energy and energy efficiency, and has pledged to use only 100% organic cotton in their clothing line by 2025. The Body Shop, on the other hand, has taken a holistic approach to sustainability, with a focus on reducing waste, supporting fair trade practices, and promoting ethical sourcing of materials. IKEA, known for its affordable and functional furniture, has set ambitious targets for renewable energy and waste reduction, and is also investing in sustainable forestry practices.

Unilever, The North Face, Nestle, Johnson & Johnson, Procter & Gamble, Coca-Cola, and Walmart have also adopted a range of innovative practices to reduce their environmental impact and promote sustainability. For example, Unilever has set a target to source 100% of its agricultural raw materials sustainably by 2020, and is working to reduce the carbon footprint of its supply chain. The North Face has made a commitment to using only recycled materials in its products by 2020, and is also investing in innovative sustainability solutions, such as sustainable packaging.

The results of these efforts are impressive, with companies reporting reduced carbon footprints, improved waste management, and increased transparency in their supply chains. By demonstrating the economic viability of sustainable business practices, these case studies inspire other companies to adopt similar approaches and drive systemic change towards a more sustainable future.

In conclusion, these case studies serve as powerful examples of the positive impact that sustainable transformation can have on both the environment and business. By taking innovative approaches to sustainability, these companies are helping to create a more sustainable future for all.

In a Nutshell

Sustainable transformation is beyond just digital advancements and requires a holistic approach that considers social, economic, and environmental factors. This comprehensive approach recognizes that sustainable change cannot be achieved through technology alone, but must also involve changes to business practices, supply chains, and consumer behavior.

Despite the many positive developments in digital sustainability, there is still much work to be done to achieve a truly sustainable future. This requires continued effort and innovation across all areas of society, including business, government, and individuals. To meet the complex challenges of climate change, resource depletion, and social inequality, we must be constantly pushing the boundaries of what is possible and finding new and creative solutions.

The role of each individual in promoting sustainable transformation cannot be overstated. By making conscious choices about the products we buy, the companies we support, and the actions we take, we can help drive systemic change towards a more sustainable future. Whether through reducing our energy use, advocating for policy change, or simply making more environmentally responsible choices in our daily lives, each of us has the power to make a difference.

In conclusion, sustainable transformation is a complex and multifaceted challenge that requires a holistic and collaborative effort from all members of society. By working together and continuously pushing for progress, we can create a more sustainable, just, and equitable future for all.

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BPO services will still be available in 2022 due to the industry’s continued technological advancement. BPO companies will use technology to contact clients in new ways as the popularity of digital platforms increases. Technology will be used to the advantage of BPOs that keep ahead of the curve as they develop innovative methods to incorporate cutting-edge platforms into their business models. This may result in a better client experience and more effective business practices in general. The foremost BPO trends for 2022 will vary by location. The three major outsourcing markets in the world—the US, India, and Western Europe—will remain dominant. The cloud will become more well-known by the end of 2022 due to its significant influence on the BPO outsourcing industry. Business analysts believe that the three future trends for outsourcing BPO projects will be cloud computing, big data, and mobility.

The Work-from-Home (WFH) Shuffle’s Long-Term Effects

The COVID-19 outbreak, as we all know, pushed the BPO sector into uncharted waters. The transition to WFH went smoothly for many BPOs, but not for others. Even in a mixed in-center/WFH staffing setting, many individuals still find it difficult to settle in.

To recruit talent, our industry emphasized the “coolness” of a virtual workforce when we switched to WFH for contact centers. Of course, having call center staff that are distributed and available on-demand and can operate remotely has several benefits. Here are a few of these:

• Flexible scheduling for agents, better work-life balance
• Improved business continuity and emergency planning
• Gaining access to a larger national talent pool
• No commute means a less carbon footprint.
• Improved retention and engagement of the workforce

How many of these (and other) benefits, in your opinion, have materialised as expected? Brands and BPOs are dedicated to upholding the status quo in numerous of our industrial sectors when an effective WFH programme is also present.

Several brands and BPOs have informed us that WFH fatigue started to set in in 2021 at the same period. Some of the issues that people shared with us were the following:

• Performance of WFH vs. in-center is still a source of concern.
• There is no improvement in WFH agent retention and turnover over in-center
• WFH and in-center BPO services have insignificantly different costs.
• Challenges with workspace, connectivity, latency, and other “home-based” issues still exist.
• Candidates who don’t take the position seriously lack understanding of the training, commitment, and complexity required for a call center job. 
• “Agent isolation” refers to a feeling of separation from the organization and peers and a lack of social interaction that occurs in in-center environments.

To succeed in 2022 and beyond, brands and BPOs need to establish the perfect recipe based on “real-world” expectations, not misconceptions. WFH, COVID-19, and the traditional call center are all still in use today. Trend lines suggest an increase in demand for a return to in-center in some industries in 2022, but this is just speculation.

Agent Turnover: Why Do They Resign?

People are abandoning their employment in historic numbers, according to statistics that are continually being released for the 2021 U.S. labour market. The turnover issues that the BPO sector has had since its start are only made worse by this “business as usual” churn.

Previously, contact center employees might leave one BPO for another that offered more salary or a better work environment. Agents are now leaving “simply because.” I don’t want to enter into a philosophical discussion about how much one should appreciate their profession, but in 2021, a part of it reared its ugly head.

Increasing Demand for Nearshore and Offshore

A call center job is still seen as the last choice in many industries here in the United States, let’s face it. While call center work is typically seen as a career path, goal, and route ahead in nearshore and offshore nations. Outsourcing demand outside of the United States increased significantly in 2021, and this trend will persist through 2022 and beyond.

Offshore

The primary de facto outsourcing location for scalable English continues to be established in overseas markets like the Philippines. The demand for outsourcing from the Philippines has, however, decreased over the last few years for a variety of reasons, including fierce competition, market saturation, workforce shortages, and, more recently, COVID-19-related problems.

In 2022 and beyond, emerging markets in Sub-Saharan Africa, such as Kenya, Ghana, and South Africa, will keep expanding. For U.S. and European businesses, North Africa like Egypt is a reliable BPO market. Additionally, the Asia Pacific region anticipates the emergence of new geos like Malaysia, Vietnam, and others. New entrants can take market share both now and in the years to come since the pricing gap between established and emerging offshore markets is gradually narrowing. Emerging locations provide relatively untapped labour resources, and educated, and skilled customer service personnel, together with maturing BPO industries.

Nearshore

Due to the difficulties facing the labour market, offshore weariness, shorter travel times, cultural affinity, attractive prices, better English understanding, geographical proximity, and reduced saturation, the nearshore market is seeing a significant increase in demand. Before COVID, the nearshore was already seeing a considerable rise. Today, the area is a popular choice for both captive/in-house contact centers and BPO suppliers. It only serves to increase the region’s appeal since more foreign nationals are opting to work in nearshore contact centers.

A warning to nearshore BPOs: Expectations are high since the region is under heavy scrutiny. However, an increase in demand might strain the area and lead to labour markets that are already saturated. English-speaking agents and reduced prices are not the answer. Only commodity and transactional BPO businesses may boast cheaper costs and English-speaking agents as important selling features.

Investments in “people” and HR in 2022

If they haven’t already, American contact centers and BPOs should make significant investments in human resources by 2022. It will be crucial to use smart retention and recruitment strategies, including online and social recruiting. Corporate Social Responsibility (CSR) hiring is crucial for businesses that prioritise purpose-driven business practices. The finest internal operations and BPOs focus on addressing the fundamental causes of the aforementioned hiring issues and reducing voluntary separations or quits. In “A BEST-PLACE-TO-WORK CULTURE,” these businesses are substantially investing.

Not simply in their client sales presentations or on social media, but also in their daily, ongoing, and compulsive practices, they put the needs of people first. They don’t only see hiring and retention as a two-way turnstile or as quantitative metrics.

Success will depend on omnichannel consumer reach.

There are now various communication tools and channels available on the market because of the accessibility of technology. All firms that employ one or more communication tools must now use omnichannel communication tools due to the rising number of communication channels and their widespread use. We cannot let the outbound call center sector fall behind.

Outbound contact centers will need to adopt an omnichannel intelligent call center solution to connect with current and potential clients via their chosen method of communication. The trend forecasting specialists in this sector expect that, if not all, adding the most popular and in-demand communication channels, such as WhatsApp, Facebook, Twitter, etc., will become necessary.

Call Center QA Performance Improvement (and Compliance Support)

Many of the call center trends we predict for 2022 are centered on how companies will increase their phone leads. Outbound contact centers, however, also need to monitor and improve every action that takes place while potential clients are on the line. To promote growth and preserve compliance, this is essential.

A specialized QA crew may be replaced by call center quality assurance tools and software, freeing up additional agents to concentrate on closing deals. QA software can assess every call to detect flaws and assist in prioritising action instead of having to manually examine calls. The best thing is that these products frequently function with your existing dialer software because they are third-party integrations.

Taking Action Against Call Blocking and Flagging

Although they may have decreased during the start of the epidemic, robocalls are once more on the rise. Carriers have increased their level of aggression to solve the problem in response. For instance, AT&T stated that they planned to reject or flag twice as many calls in 2022 as they did in 2021.

Read more: Top 7 Trends impacting BPO Companies in 2021 and Beyond

What Steps Should We Take Next?

As a sector, we are fortunate that demand for our services is at an all-time high, and it is our responsibility to keep our brand partners happy. Many companies are wanting to outsource for the first time, and they need our knowledge to help them navigate the outsourcing process successfully. We must be equally as clever in our service delivery as larger and more knowledgeable outsourced service purchasers who are aware of what they want from BPOs.

As brands evolved in 2021, we saw how they found and chose their BPO partners by using meticulous due diligence procedures. For doing this, we salute you. The brand and the BPO should both benefit from being selective in the BPO partners you choose. The majority of the brands or “clients” we work with want proactive, agile, adaptable, reliable, consistent, and value-added relationships, not just “people in chairs” or commodity BPOs.

Since the challenging days of 2021, we have made significant progress, accomplished much in 2022, and anticipate facing fresh obstacles in 2023. Let’s continue to aim for world-class since we are a strong industry with a promising future.

The post Top BPO Trends for 2021 and Expectations for 2022 appeared first on Cyfuture Blog.

In the course of light, the only solution one can opt for is outsourcing the required essentials to offshore customer service, with the idea to churn out maximum benefits out of the same by continually working on enhancing the customer satisfaction rate.

To serve the purpose, several call center outsourcing companies are working actively at a distant location.

Being new to this, if you are planning for the call center outsourcing in India, as an option of offshore location, you should consider the following mentioned tips for optimized results:

#Tip 1- Understand the Objectives of Your Business as Per Call Center Type:

As an organization, you might be dealing with different sorts of customers.

It calls for the need to analyze the pattern of offshore customer service and the call center you are looking for!

Before you move to steps of finalizing and outsourcing the essentials to a third-party vendor, it is vital to consider the type of customers and call center services that can ease pain points associated with the business.

Make clear your definitions and objectives, whether the offshore outsourcing body can handle your requirements and manage inbound or outbound call center services.

#Tip 2- Share Scope of Work with Agency to Avoid Ordeals:

When moving with the plan for call center outsourcing in India, it is vital to share the agency’s expected pointers to direct them with the required purpose.

Make the offshore customer service vendors clear about the reasons you are outsourcing and what your business does and wants in return from the vendor’s team’s efforts.

#Tip 3- Tally the Experience of Vendor with Business’s Requisites:

Business organizations often neglect the factors related to years of vendors serving in the industry by giving importance to low bidding costs raised by the agency.

When outsourcing call center services to an offshore location, ensure to acknowledge the experience the vendor is holding.

The experience is not limited to the number of serving years; instead, it also encapsulates the parameters like a number of clients handled, positive reviews by customers, etc.

#Tip 4- Considerate the Expertise in Tools and Technology:

To match the current requirement of business, the call center outsourcing companies undertake the incorporation of tools and technology to get the work done at a faster pace.

Hence, when planning to outsource essentials, especially in the case of offshore, keep a brief look at the steps taken by the agency. In this case, ask for the list of tools the agency uses for business purposes.

Also, aim to gather the information pertaining to bringing favorable results by implementing them in customer service and reaching out to the new and existing set of customers.

#Tip 5- Communicate Constructively for Effective Business Relationships:

No doubt, effective communication is the key to have a successful business and deform the business irregularities.

Hence, before signing up for any sort of legal paper, discuss the mode of communication you prefer for having seamless communication.

Have a firm nod from an offshore customer service agency on having 24*7 availability of SPOC to connect in-person and virtual means of communication (zoom meeting, google meet, etc.) to get maximized output.

#Tip 6- Foster Business with Offshore Customer Service Having Flexible Time Zone:

Being in the customer support services domain, you will most likely deal with varieties of customers and fall under different time zones.

In that situation, depending on nearshore call center outsourcing companies can be a deal of waste.

To deliver the promised commitment of solutions and services round the clock, you might be needing the workforce at flexible timing.

To supersede the needs, it is a wise decision to inspect whether the outsourced offshore customer service is available to work at your required slot and shift.

#Tip 7- Target Multi-Lingual Support for Affordable Call Center Services:

To excel in the purpose of customer-centric business, it is highly profitable to deliver customer service in the prospect’s desired language.

When outsourcing the essentials to an offshore third-party vendor, consider the pointer of offering call center services in the variants of language as per the requirement of targeted customers.

Call center outsourcing in India is dealt with such deliveries that aim to cater to the customers in a number of languages.

Hence, target to outsource offshore customer service to the vendor, having the proven experience in offering multi-lingual support to the clients in their previous projects.

#Tip 8- Demand for Flexible Decision-Making Rights:

Outsourcing doesn’t mean to have any rights for not interfering in the business decisions regarding the execution of the project and its management.

Therefore, whenever deciding on call center outsourcing companies, always inquire about your rights you will have, post outsourcing the essentials to them.

Raise the demand for transparency about the role, decision-making, and interference in customer service functioning.

#Tip 9- Collate Reviews and Authenticity with Agency’s Real-Time Clients:

Outsourcing the business essentials to offshore customer service can be a rough deal if not inspected with all ins and outs.

Gather reviews and testimonials of the agency’s existing or past clients for having a clearer view of expected outcomes in the required time slot.

#Tip 10- Cross-Check Security Aspects for Smooth Offshore Customer Service:

Security is the most prominent stigma amidst the business organization that holds them to have business from a distant offshore location with call center outsourcing companies.

When outsourcing the essentials, ensure to double the level of cross-checking for all possible loopholes in security and related concerns.

Also, close the deal only after signing the legal documents mentioning the consequences and penalties in the sense of data leak and breach with the Non-Disclosure Agreement (NDA).

Hence, when moving for offshore customer service and call center outsourcing in India, consider the following tips to get optimized outputs favorable for customer-centric business.

The post The Top Ten Tips to Outsource Offshore Customer Service appeared first on Cyfuture Blog.

Customers services are time-consuming, but of utmost importance for businesses. Until customers are happy and delighted about a business, they will not request your services or buy your products. Call centers act as the personal concierge for customers, solving their issues, providing refunds, troubleshooting actions, etc. 

There is a sudden rise in the outsourced customer service model, which is a great thing for companies and call center companies in terms of speed and convenience. Also, it adds complexity and the reputation of your business. 

What is customer service outsourcing?

Nowadays, the product lifecycle doesn’t comprehend its selling to the customers, but it moves to the desk for after-purchase facilities. Customer satisfaction is of humongous importance to the vendors. It entails the reputation of a brand, decides their success rate in the market, and predict its sales figures. 

 This is where customer service comes in. 

Customer service outsourcing is the extending of resourceful and problem-solving services to the end customers and maintaining their trust in the organization. These services can refer to complaints, issues, queries, troubleshooting, etc. 

 It rescues an organization from a business turmoil arising from due to dissatisfied customers. A customer service outsourcing company needs to hold professional experience in such services and domains. 

Factors to consider when outsourcing customer service 

Customer service outsourcing is a preferred resort for big and small companies alike. No matter the genre or size of the business, ensuring customer gratification is of prime importance. 

 It can make or break a brand. 

So, there are primarily two options, either a company can set up its own customer servicing team, or outsource it to a company adept in similar operations. The latter is a better option for your finances. 

The following are some factors to consider when outsourcing customer service functions. 

1. Plan budget according to your needs

Every business looks out for cost-efficient services, especially in outsourcing. You need to prepare your budget before approaching any call center company. Initiate a deep analysis and pricing for all the processes and research thoroughly. 

You need to ensure that you’re choosing the right outsourcing partner for your business. Many service providers end up costing more than your business can afford. So, choose wisely. 

2. Ensure they use the right tools and systems

There is a lot that goes on in such services, including all the modern equipment and tools for better tracking and customer satisfaction. Discuss with them and find out what systems they use, and conclude whether they are versatile enough to handle your outsourcing needs. 

Ensure that all their agents are trained and experienced and can offer your customers with quality solutions. Research about their customer retention rates and prepare a detailed structured analysis. 

3. The brand reputation 

The market reputation of a customer service company does have some credible importance. A well-known company possesses domain knowledge, necessary certifications, rich clientele, great reviews, and the art of enriching customer experience with contentment and happiness. A good outsourcing partner can do some good for your business as well. 

4. Dealing with the time zones 

One of the key challenges companies face is dealing with the time zones. Since customer support outsourcing companies mostly reside in the Asian continent, it creates a time zone restriction for parties. However, most of the customer service companies operate 24/7. Ask your preferred company about timeline differences and operations in similar situations. 

5. Check legal compliance 

Legal protection and laws differ from country to country. To overcome, you need to study the enforcement of legal protections specific to the outsourced country. Educate yourself about the preservation of client confidentiality agreements and sensitive information regulations. 

What types of customer services can you outsource?

The idea is, outsourcing all the mundane and repetitive tasks to a third-party service provider. 

This will help you to stay focussed on the core objectives and bring in more business for your staff. 

But, the question is what services or tasks can you outsource? 

Should the task sheet include only secondary operations?

Depending on your business requirement, you can outsource accounting, admin, marketing, technology & IT, and human resources operations.

• Email support: Email maintains a constant channel for communication with your customers. 
• Live chat support: Such services are mostly dedicated to queries, complaints, and troubleshooting needs, solved through live chat even on social media channels. 
• Phone support: The result is better customer experience. 

The advantages of outsourcing your customer service needs 

Outsourcing customer support will protect your business from losing loyal customers. A well-coordinated strategy can keep your clients satisfied without putting too much pressure on your employees. 

The following are the best advantages of outsourcing customer service. 

1. Save money and resources 

Money-saving is like Rule 101 for businesses. Customer service outsourcing can lower operational costs. Outsourcing customer service is ideal for your business as:

• You can hire skilled workforce at lower costs
• control your IT costs because you only pay for what you’ll use
• Focus on other operations
• Lower maintenance costs

2. Minimal supervision required 

When you hire a company for outsourcing customer service, you only have to take care of your product, and the rest of the functions will be taken care of by the call center company. With minimal supervision, you can concentrate on your core business goals. The professionals possess the necessary expertise in handling all sorts of customers, and this will be better than hiring any fresh in-house team. Also, it will take the heat off from your administrative staff. 

3. Easily monitor their performance 

Customer service outsourcing companies have the right tools and resources to ensure the effectiveness and quality of their services. They use customer analytics and KPIs to measure an employee’s performance and track activities, provide you with data insights for better business growth, propagating a working and successful plan for your business. 

If in case, the company doesn’t perform according to your expectations, you can cancel the contract and look out for other options. 

4. Attend customers 24/7 

If your business has a global presence, then you need to hire a customer service outsourcing company that can handle worldwide customers at all times, at all costs. Every customer needs fast and convenient support services to solve any issues. If any call goes unattended, it can be disastrous for the reputation of your business. It can affect the overall customer mindset as well. 24/7 support improves the flexibility of your help desk service. 

5. They handle more than phone calls 

Customer service is more than attending calls over the phone or handling customers through live chat support. A specialized customer engagement agency can evaluate your customers and tailor their services to suit their needs. Call center agents also interact with your customers through email or on social media. 

Conclusion 

When searching for a customer service outsourcing company, you need to assess the short-term and long-term goals and create a framework of your daily operations to make sure you are outsourcing the right services. Customer service can be an advantage for your business, only if you hire the right set of people for handling it. 

The post Customer service outsourcing: Its need and importance in the market appeared first on Cyfuture Blog.

A call center job demands the agents to be on toes 24X7, as the staff is expected to answer repetitive calls that lead to becoming a monotonous function at times of high call volumes.

Call centers in India are the most ancient BPO industries of the world having a huge number of agents working 24X7. Talking on how call centers can skyrocket their growth with the help of agents, the customer service skills help a lot.

How?

Well, call center agents are the frontline and should possess certain qualities for great customer support. The happy the customer, the more successful the business becomes. With several situations that may arise while the customers and agents communicate, the agents’ skills here plays a strategic role in bringing productive results.

Some customer service skills can win your call center more clients and here we team up the ways agents can skyrocket business growth:

Staying calm under pressure

Although it is hard to stay calm under pressure, however, call center agents are expected to be polite even with the most challenging customers.

Agents are trained to stay calm with angry customers and apologize to them to make sure that the customer stays back taking services from the brand again. To do so, the staff has to possess a polite and friendly nature to earn customers’ trust and name for the business.

A short-tempered agent may not think of retaining the client, however, experienced polite staff always knows the significance of customer satisfaction.

Thus, hiring and training agents adequately are necessary, so that they can collaborate in uplifting business processes.

Effective communication

Agents can contribute to call centers’ growth with effective communication skills. When the agents’ are clear in language, and are able to influence even the angry customers, they automatically help in augmenting business processes.

To foster communication skills, companies need to train their agents, so that the staff does not seem to have a lack of expertise before the customer.

The agents should be proficient in all languages, polite in nature and should portray an eager attitude to solving customer concerns. When the customers feel that agents are eager to deal with their issues, they rely on business operations, boosting brand image. 

Flexibility

Agents in a call center outsourcing company have to handle challenging personalities repeatedly, which may irritate them at times. This is where an agents’ job is at test!

Every call center agent needs to possess flexible qualities so that she/he can easily manage changes with time.

When the agents are rigid, they cannot solve customer concerns with full dedication. Call centers in India look forward to training their agents for flexibility so that handling multiple tasks is not a nightmare.

An optimistic attitude

Agents in a call center are expected to have an optimistic attitude. Why?

Well, this is because dealing with repetitive calls daily is not easy and may lead to disheartening and frustrating the customer. To avoid any such situation, the agents need to remain positive so that they can handle an upset customer.

The agents have to carry a positive and influencing attitude always so that the customers feel happy to talk to them even after having a negative service experience.

Sharp memory

To enhance call centers’ growth, the agents’ are expected to memorize some information. Agents contribute to enhancing service levels with a good memory. How?

When agents’ remember the customer inquiries and inform the business of the concerns, it is easy to solve hassles. Moreover, having a sharp memory, the agents remember customer calls and recognize query type easily making customers feel relied upon the business operations.

Problem-solving attitude

Call centers in India stress on the fact that agents need to possess a problem-solving attitude. When the business staff works with a problem-solving aim, they are more prone to solving customer concerns easily.

When agents feel the partner’s business issues as their own problems, they tend to solve queries calmly understanding the issues and paying more attention to solving them as soon as possible.

Attention to every small detail

Companies pay huge emphasis on hiring experts and training agents because even small details matter a lot. Remembering even the small details is not possible, thus companies outsource to a call center agent for splendid support.

The agent notes down the customer problems and informs the same to the business for changes. Thus, these agents handle minute details that the business might miss otherwise. This the reason, hiring agents is vital, as they uplift business processes and help you earn brand recognition.

Thanks for reading!

The post Ways Agents’ can Skyrocket their Call Center’s Growth! appeared first on Cyfuture Blog.

When done right, offshore customer service outsourcing helps enterprises implement strategic objectives such as cost-cutting and providing comprehensive high-quality service to customers. However, this isn’t the case always. Offshore call center outsourcing, in many instances, leads to dissatisfied, frustrated customers resulting in a considerable loss of revenue.

In this blog, we’ll discuss the top challenges businesses face while outsourcing key processes to offshore BPO partners. So, let’s discuss them one by one.

1) Lack of Company Knowledge

When you outsource a process to an offshore partner, chances are their customer support agents don’t have adequate knowledge of your company’s practices, needs and objectives. In some instances, these may not be properly communicated to the outsourcing partner. As a result, the agents may compromise company practices and deliver a sub-par customer service.

2) Lack of Control

When hiring a call center outsourcing company  based overseas, you’re essentially entrusting a stranger with key processes of your company. In most of the cases, it’s difficult, if not impossible to monitor customer support interactions. If the call center offshore partner fail to follow your company’s practices or don’t have access to the right kind of information, it can result in an unfavorable outcome that can tarnish your reputation.

3) Hidden Costs

While offshore call center outsourcing, many companies assume that labor arbitrage will help them reduce operating costs by over 40%. They tend to overlook the differences in operating models. Outsourcing entails an array of hidden costs which these companies fail to take into account. If your outsourcing partner creates new overheads for any modification made during the service period, your expenses are bound to skyrocket. In addition to this, unexpected legal hassles and losing customers on account of subpar service can also cost you heavily, defeating the very purpose of outsourcing.

4) Security Concerns

In order to carry out their job successfully, call center agents need access to all the necessary data. In many cases, the data shared may be sensitive in nature such as credit card details or bank account information. Providing this data to a third-party comes with an inherent risk. Unless the offshore customer service center properly screens the employees while hiring them, there’s a high probability some agents may try to use this data for personal gains. Besides, this practice increases the likelihood of the data being tampered by malicious parties. Now that cybersecurity breaches are commonplace, this is a genuine concern.

5) Language Barrier

Outsourcing to overseas call centers in India often involves a language barrier. When the support agents are not native speakers of your language, they are unable to understand the nuances of your language or culture. Even regional dialects can pose a challenge. Plus, many call center workers have a thick accent despite having undergone voice and accent neutralization training. Your customers may experience frustration if the agent fails to comprehend their issue fully.

6) Inconsistent Performance Levels

Many offshore call center companies are inconsistent when it comes to meeting Service Level Agreement (SLA) and Key Performance Indicators (KPIs). Unless your call center outsourcing partner has a system to evaluate important KPIs (e.g. First Call Resolution and response time), they can’t be entrusted with delivering a consistent quality of service.

Tackling the Challenges associated with Offshore Call Center Outsourcing

Now that we have discussed the issues companies face while outsourcing services to offshore call centers in India and other South-Asian countries, let’s see what all can you do to minimize them. The following tips will stand you in good stead:

1) Clearly Define your Outsourcing Objectives

Before you set out to choose your outsourcing vendor, be crystal-clear with respect to your outsourcing goals. What do you want to accomplish by delegating your business process? You may want to create a 24*7 support system, cut costs or focus purely on your core business. Decide what kind of call center offshore company will help you attain your objectives. For instance, if you want to create additional channels for telemarketing, choose a vendor with expertise in outbound call center services.

2) Conduct Adequate Due Diligence

Because you are handling over an entire process to a third-party in an overseas location, carrying out adequate due diligence is vital. The vendor should have adequate training and monitoring procedures to ensure all quality standards are adhered to. They should comply with common industry standards and certifications. Question the vendor on how customer data will be stored and accessed and how systems will be maintained. Also, identify if the vendor has provision for ensuring business continuity.

3) Clear Communication is the Key

Clear communication is imperative to make your offshore partner understand your objectives, policies, procedures, desired skill sets and training needs. It’s essential that you proactively inform your vendor about any modifications in your product, service and operating procedures. The vendor should also have systems in place to apprise you of the challenges they face in handling your process. Open communication is critical to ensuring consistency in the quality of service delivered.

4) Overcome Language and Cultural Barriers

If you feel accent and cultural barriers will adversely affect your customer service, choose an onshore vendor that appreciates your cultural and language nuances. If you are still keen on seeking offshore services, look for vendors that offer training in voice and accent neutralization, language proficiency and culture.

Read More: How to Select Your Next Call Center Outsourcing Company?

The Final Word

While offshore call center outsourcing does involve certain challenges, properly planning your vendor selection and maintaining open communication can mitigate them to a considerable extent. The key lies in forging a relationship that goes beyond a contractual agreement. A true partnership is a mutually beneficial association wherein your partner endeavors to transform your organization into a best-in-industry service provider.

If you are seeking top-of-the-line call center outsourcing solutions, get in touch with our outsourcing experts. We are just a call away.

The post Top 6 Challenges of Offshore Call Center Outsourcing and How to overcome them appeared first on Cyfuture Blog.

However, if we zoom into the time scale a bit, we see that a number of companies simply take too long to adopt newer versions of the technologies they use. They have their reasons to do so, including initial investments, compatibility with other older tools, and sometimes even lethargy.

But, are these reasons justified?

This brings us to an obligatory deliberation on ‘legacy tools/systems.’ Although the word legacy has a nice feeling to it, legacy tools – not so much! Legacy systems are technologies/programs/hardware or even methods, which are outdated in relation to the current technological systems.
Speaking more specifically about legacy tools in customer support is essential. Statistics frequently point out the exponential rise in the effect customer experience has on a business. Take, for instance, the fact that moderate improvement in CX would impact the revenue of a typical $1 billion company an average of $775 million over three years.

Here, we will discuss a few reasons why you and your customers should not be using legacy tools for support:

• Slow and Steady Will Lose the Race:

In customer support, calls and emails are regarded as legacy ways of requesting and providing support. It was probably fine in the previous decade, but today there are a plethora of other businesses and platforms available to the customer who is hot to trot and primed to go at any time.
In such scenarios, customers will simply move on to another seller. Writing an email and waiting for a response is not an attractive proposition. Nor is calling and going through a maze of extension numbers after having to wait for an inordinate amount of time.
Even with moderately newer tools such as the one in the following image, it is still not making life significantly easier. ‘We will get back to you later’ is something that will not work in the current times.

• Crashing System Equals Plummeting Customer Experience

A major drawback in continuing the usage of legacy systems is poor performance. Suppose you had a chat-box installed on your website eight years ago. It is built on an older platform with much more code than the newer ones.
Now, imagine if a customer were to type a query and click on the ‘submit’ button only to realize later that the query was not sent and the chat-box had become unresponsive. If so, then you have, in all probability, lost this customer to a competitor, who, in all likelihood, uses a modern live chat tool.

• Compatibility Issues

Many a time, people face issues with support tools. This could be a result of many reasons. Suppose your support tools do not work on some of the newer platforms or on mobile devices. This is as good as having no customer support tool for all those customers.

This problem can be of two kinds. One, where your own systems are newer, and your existing support tools are not compatible with it. In such a scenario, your customer support representatives will be unable to handle customer queries. Two, where the customer’s device, does not support live chat over your website or it is too clumsy.

According to research, over half of the e-commerce shoppers access websites from a mobile device. At the same time, most legacy support tools are incompatible with or perform poorly on mobile devices. This would mean a massive number of disappointed customers who would have turned away at that exact moment.
In both cases, unfortunately, you are going to lose customers. It is, therefore, important to have all aspects of your systems up-to-date.

• Maintenance and Support Neither Cheap nor Easily Accessible

With very few companies using such legacy tools, support providers are scarce and costly. Also, maintenance is usually high. To state an example, according to Microsoft, a company that runs Windows XP on its computer has to spend $780 per year to keep it running, while it would only have to spend $168 if it switches to Windows 10.
In the worst possible case, discontinued vendor support might also become a reality and your worst nightmare.

Besides the above problems with legacy tools, there are a few other ones too. They include
● Security threats, as outdated software are easier to breach.
● Irrelevance to current business solutions.
● Dependency on outdated hardware.
What Happens on the Support Employees’ End?
We saw what making your customers use legacy tools does, but it is equally important to take into account what happens when your employees use legacy tools.
● Slow responding tools take an extra few minutes of your employees. For one employee, this may not look like a lot of time lost, but imagine a number of employees frequently losing a few minutes. This is a lot of unproductive time, and certainly wastes more money than you would try saving by not upgrading to modern tools.
● Employees, after all, are regular human beings, and in their regular world, the chances are that they are using modern devices and software for their everyday purposes. As such, subjecting them to legacy tools makes them wary of it, as they are usually used to speed and efficiency. Additionally, newer employees who have never used some of the legacy tools may also need training, which again means more expenditure of time and money.
● Legacy tools in support offer very limited functionality. More often than not, the support representatives find it difficult to guide the customers using only text responses. This may cause frustration on both sides.

At the start of 2019, a Gallup poll reported that 34% of employees in the USA are ‘engaged’ with their work. Almost two-thirds of employees lacking engagement is a serious issue, and forcing legacy tools on them is one of the causes of this. Let us see what we can do to address the problems outlined above.

What to Replace Legacy Tools With?

It should be clear by now that using outdated legacy systems in customer support is a recipe for disaster. This brings us to the question of which tools should be used in their place.
Modern live chat tools go far beyond being just a query answering medium. Representatives can chat in real-time, and in a personalized manner with customers and solve issues within minutes.
A good tool can allow you to observe customer activity on the website and use this data to personalize solutions for your customers. This takes the chat-box from being just a support tool to a sales booster.
Unlike traditional systems, these tools are compatible with all devices. If the chat option seems insufficient for resolving an issue, the tool can provide voice or video call option through the app itself. This can give the customer a sense of ease and simplicity that retains him for longer periods.
The latest addition to customer support tools is co-browsing. Every support representative has experienced the frustration of not being able to guide the customer through a set of steps on the website. Co-browsing allows the rep to take control of the customer’s device remotely, thus allowing smooth and quick navigation.

Conclusion

With every passing day, customers are becoming more aware of their needs and realizing newer avenues to fulfil them. As such, the area of customer experience, rightly called by Forbes as the new battleground, becomes more and more demanding.
Using legacy systems to address the customer support requirements brings a host of disadvantages with itself. This includes a lack of performance and efficiency at the cost of excess resources spent in the long term.

Modern customer support systems not only wipe out all the disadvantages of legacy tools but also bring exciting new features. Such features render the tools a hybrid of support and sales.
Thus, to answer the question of whether your customers should still use legacy tools for support, it turns out to be a big NO!

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