The current communication system is no longer limited to phone calls. The various communications have evolved over the years and can now be easily accessed. This communication media includes online chat, email, fax, short message, multimedia messaging services and so on. The number of customers also increases with improving modern methods. It has forced outsourcing providers of business processes to include modern technology in their regular functions. Their main goal is to combine various ways of communication in just one platform. This platform is the result of upscale technology and named as CTI (computer telephony integration).
Most companies in the business outsourcing process adopt this new technology to carry out their duties in the easiest way possible. BPO companies are fully based on customer support services, so they must be very efficient in their functions so that they meet customer needs. The concept of outsourcing business processes is primarily service oriented and providing good service is a must for the industry to keep himself stable. The adoption of this new technology, allows the Call Center company to provide their services without wasting a lot of time or money. It not only increases proficiency for their work but also saves their operational costs.
The growing business requirements of the BPO sector have made it necessary for call centers to combine the latest innovations in technology. Both the outbound team and inbound apply a unique strategy to manage customer calls with efficiency. Customer service representatives ensure that they are each and every call is answered in the right way. Time management is a key factor that needs to be remembered by the BPO agent when answering to customers by telephone. If the customer is bored and eventually ends without getting the right information, he may be disappointed and abandon the negative opinion about the agent concerned or the call center.
IVR (Interactive Voice Response) is an important technological innovation that is increasingly used by the BPO industry. Customers always like to accept solutions to their problems from someone who can solve it in an efficient way. They want to solve their problems in less time possible. They will not take pain to stay in the line for a long time. Thus, Call Center employees need to remain ready with answers that are in accordance with customer questions perfectly. Even if the agent is not available, customer requests are not released. Customers feel satisfied and each company is able to meet the requirements of his client.
Inbound customer service center is needed to attend a large number of incoming calls every day that is very challenging. This causes them to use predictive dialers, so do their work very easily and with greater speed. This feature allows easy interaction from agents with clients to build a good network with customers.