The lack of optimization of the contact center’s BPO processes derives from the lack of optimization in the implementation and configuration of the technology. Moreover, it is frequent that this configuration does not align with the business strategy and its objectives.
As a result, these inefficient strategies affect contact center productivity, from the lowest amount of closed sales to the lowest levels of service and satisfaction. Correspondingly, all this is mainly due to the lack of omnichannel and automation and not adapting to seasonal and/or punctual needs.
Contact center software for BPO process optimization
Enghouse Interactive solutions solve in a simple way the main needs to align with the contact center strategy for BPO. Consequently, improving the efficiency of campaigns, whether sales, customer service, support or loyalty and in any communication channel.
Objective 1: Improve the efficiency of resources in outbound and inbound campaigns.
- Automatic dialer configuration in progressive mode for sales and loyalty campaigns.
- Programming of agent status times and establishment of automatic qualification. Therefore, improving contactability. Therefore, allowing an increase in First Call Resolution by 17%.
- Implementation of blended strategy through a prioritization of inbound or outbound campaigns (higher outbound priority if the need is more sales. Or higher inbound priority if the need is to serve more customer service).
- Definition of customized IVR strategy.
- Identification of the different service units offered to establish a personalized self-service option.
- Programming of the IVR flow in such a way that it guarantees that the client is directed to an agent who has already attended it. Hence, maintaining the context of the interaction.
Objective 2: To guarantee an omnichannel and satisfactory service.
- Implementation of chatbots with optimized workflows.
- Establishment and control of attention times and tasks to automate. Consequently, you can schedule responses in the chatbot and increase their response speed.
- Integration of third party applications and mobile applications through APIs. Hence, allowing the payment of invoices or the scheduling and cancellation of appointments.
- Adaptation of the inbound voice solution in customer service.
- Programming of stop controls and response times of each agent by type of service. Thus improving service levels by 22%.
- Grouping of interactions in cases or incidences, accelerating the times of resolution of requirements.
Objective 3: Increase productivity by adapting to changing customer demand.
- Assignment of multiskill tasks to agents through the agent solution.
- Programming of agents according to the type of interactions and order of channels to manage (voice, chat, email, social networks). Hence, preventing agents from being unoccupied.
- Integration with CRM and the contact center’s knowledge base to know how to deal with each interaction channel during peak and off-peak hours.
- Dimensioning the needs of the campaign using a supervisor tool.
- Identification of solutions or modules to use based on the type of campaign (sales, recoveries/collections, customer service, and loyalty).
- Prioritization of agent tasks by identifying the service required. Thus allowing a 36% increase in productivity.
Implementing the technology in an efficient and personalized way, you can improve all the indicators and ratios of the contact center. Therefore achieving a better ROI of up to 20%. These results occur quicker, if the technology is flexible, easy to implement and customized for the specific needs of the operation and each service. Moreover, if you have a team of professionals with a lot of experience in adapting this technology to achieve the best and fastest results.
Do you want to know how Enghouse solutions help you get the most out of your BPO contact center strategy? Visit our website and download free resources.
