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Go4customer Blog

How Are BPOs Creating A Compelling Customer Experience


With rapidly changing technology, the call center industry is abuzz with multiple opportunities presented by the new engagement and capability models. Most of the businesses are attempting to capitalize on this change to facilitate better interactions with customers. In this light, outbound call center services are unlocking a wide array of choices to abridge the widening the gap between companies and end-users. 

Let's take a quick glance at how enterprises are leveraging the outsourcing services to attract and retain consumers while integrating robust multi-channel communication platforms:

The proliferation of new social media channels across the globe has acted as a key driving factor for transforming the overall customer experience. This has pushed even the service vendors, providing traditional subcontracting services like help desk outsourcing, call answering, lead generation, etc., to exploit the powerful benefits of social media tools. Moreover, the platform gives an opportunity for organizations to gain valuable insights on the consumer purchasing patterns, which companies can further segment to generate more interest in their offerings. This is directly proportional to the increase in their sales and revenues.

Professional customer management is another important aspect that has compelled enterprises to hire BPO service providers, which enables them to improve their brand recognition in the market. Companies are syndicating every opportunity presented by the vendors to recuperate their presence while attaining a competitive edge over their counterparts. This further facilitates them to convert potential opportunities by making their product/service more familiar and recognizable to the prospective users, while cementing healthy relations with existing customers. 

Furthermore, businesses of all shapes and sizes are increasingly looking for ways to grow their customer base by rewarding them for their longer affiliations with the brand. Customer loyalty programs have turned out to be a critical factor for increasing the frequency of consumer purchase along with the amount they spend each time when they are in touch with the business. This is because; during the entire process end-users are trying to unlock rewards. A research by Starbucks illustrates that the practice has played a significant role in surging their overall revenues by 11% in the year 2013.

To conclude, consumer preferences across the globe are dramatically changing with the rapid advancements in information technology. As end-users are increasingly becoming aware of the desired product features, customer management outsourcing services have played a critical role in gaining customer insights by using superior analytical tools.


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