It might be a widespread cliché for a BPO company to “try the old-school way,” but there is nothing less simple about how businesses will interact with customers in the period of crisis or years ahead. The competition will be more cutthroat for improving customer support services; employment of new technologies and engagement in new channels will be common, and greater access to performance tracking and usage of new metrics will be in demand. Amid innovations and initiatives, BPO firms still need to be old-school while offering inbound call center services. The goal above everything is to create relationships with customers that last…create relationships that hold value.
While drafting plans and figuring out the role of inbound Call Center services in 2020 and beyond, a greater emphasis is placed on the human touch. New tools and technology will augment agent skills so that customer care services do not lack human connections. This will turn customers into emotion-heavy, multi-faceted individuals, not just random buyers, irrespective of industry.
Inbound call center services can be pivotal in shaping the customer experience in different industries.
Large networks and micro-interactions for E-commerce
“Have you tried that new French bistro downtown? Their escargots are to die for.”
“I would never use their website ever again. Their delivery sucks!”
We all have had such conversations with colleagues or friends, but little do we know how these conversations impact a brand image, especially e-commerce brands. An e-commerce call center with large networks can shape these micro-interactions. Their task is to influence customers about your brand, even if they are enquiring about your product or service for the first time. They focus on creating positive experiences with customers by providing excellent customer support services.
You could lose hundreds of dollars and potential customers because a single negative experience impacts others’ decision-making. Thankfully, inbound services from a leading BPO company take care of micro-interactions that positively impact a brand image.
From account-driven to customer-driven – the shift for BFSI
A paradigm shift in customer experience is threatening the survival of many financial services companies. Make no mistake: adjust to the new realities and market demands quickly. Many industry leaders choose financial service outsourcing to adapt to this new reality. This is to create exceptional, end-to-end customer experiences using the latest techniques in inbound support services.
A major shift from account-driven to customer-driven operations is the need of the hour. This shift will encourage BFSI companies to look at the lifetime value of customers on the whole, with an eye for key objectives:
- Profit maximization and
- Paying attention to the high-valued market segments
Technology has also helped companies develop modern financial services to meet customer demands. As blockchain-based services are increasing in popularity, tech support process outsourcing will help customers get answers to their inquiries more accurately and promptly.
Outsourcing doesn’t have to cost an arm and a leg unless you choose a financial services call center in Jamaica, where the quality of customer service and data security won’t be compromised for affordability.
Inbound Call Centers – After-hour availability, bill collection, and back office for Utility
Utility companies need to consider financial restructuring, power distribution, keeping up with utility demands, repairing and maintaining distribution cables and pipes, fixing overloaded circuits, water purification, and many other tasks. While taking care of core functionalities, they often overlook customer service. A BPO company can be the lifeblood of the utility sector, where customer experience speaks the ultimate words.
Providing consistent customer information, streamlining Customer Relationship Management becomes easy with call center support. Besides, the call center also provides back office support services to Utility industry like bill collection, accounting, and legal services.
Actionable intelligence and sentiment-driven analytics for higher education environment
Higher education environments face multiple challenges, like intense competition and subtraction in subsidies from the government. Getting more undergraduate students with increased loyalty will lead to student retention. Call centers orchestrate the student-institution engagement with actionable intelligence from inbound support agents. It includes clever usage of bots for meaningful chat conversations and first-contact resolutions, diving deep into conversations with helpful tips, and seeking feedback, which can turn a casual enquirer into a loyal student. The best way to improve customer support services is by paying attention to the students’ intent and sentiment.
Active engagements and patient- experience innovation for Healthcare.
The COVID-19 disaster is putting a lot of pressure on overburdened healthcare systems across the globe. It overwhelms the capability of hospitals, outpatient care, and emergency departments. Critical employee shortages, supplies, and space can negatively impact the business. Outsourcing to a BPO company for inbound call center services can help the healthcare sector boost its customer service and help with billing service, appointment scheduling, emergency helpline, telemedicine support, and tech support services for better patient care and administration.
Customer expectations are growing, and interfaces are becoming more customer-centric. Forward-thinking businesses are transitioning from using technology with ample buzz, which is hardly understood by customers, to a process where customers are at the center of technology. Delivering a consistent and personalized customer experience through omnichannel inbound services has proven to increase satisfaction to all-time highs.
Also Read: How To Improve CX in Healthcare Operations
