Companies are outsourcing their processes to call center outsourcing companies not only for cutting down their operation costs, but also obtaining their desired business outcomes. These day call center outsourcing companies are including manifold value-added services, such as customer retention, multi-channel management and customer analytics to enable organizations to maintain better customer relationships. In fact, BPO outsourcing business has picked up across the globe post-economic meltdown and this growth is reported to be continued persistently. Organizations, irrespective of size and business nature, of late, perceive the significance of customer interaction in driving growth. As a result, they need to make prudent decisions about their investments or expenditure, however, they also comprehend that there are other things they need to offer their customers.
One of those things is an impeccable experience regardless of the channel the customer comes in contact with the company – online chat, toll-free number, social media or mobile app. Today, companies are looking for developing a positive and productive multi-channel experience for their customers. It is interesting to note that call center outsourcing firms predominantly rely on voice processes; however, non-voice channels have also witnessed significant growth in the preceding years. According to the research conducted by several firms, organizations are seeking avant-garde social media support. Going forward, service vendors are taking it very seriously implementing the right techniques to foster integrated channel experience. This predicts call center outsourcing will become more prevalent and adopted by a line of businesses for better sales conversion and eliminate geographic hurdles.
In broader strokes, outsourcing vendors are right now more focused to create a holistic contact center environment for their clients and offering them end-end solutions in tandem with their evolving needs. In fact, they are stepping beyond the user interaction touchpoint to add tangible value to that business. In addition, providers are investing in analytics to enable call center clients to focus on their core business impediments to achieve desired outcomes.