How Call Center Solutions Helped The BPO Industry During COVID-19

 

COVID-19 pandemic made changes in the work pattern of many industries. As work from home became normal, many industries struggled to put up with this new change. The BPO industry also underwent digital transformation due to the ongoing pandemic.

The first wave of COVID-19 bought the BPO industry to a standstill. Many industrial surveys determine that outsourcing has a potential future even after the end of pandemic owing to the digital transformations that industries undergo.

How has COVID 19 impacted the BPO sector? Latest Trends

·         Work from Home will be the new normal in future as well

The BPO industry is often marked with large infrastructure needs and never consider the options of going remote. However, during the pandemic more than 50 % BPOs shifted to work-from-home with agents functioning from remote location. This working model has also proved beneficial for in factors like:

1.       Employee work-life balance

2.       Increased efficiency

3.       Cost saving

 

·         Remote monitoring has become essential

As agents started working from home, monitoring the process and developing a trustworthy infrastructure became the need of the hour. With the unavailability of the office set up, monitoring day to day processes has become difficult.

·         Securing data is the need of the hour

With lack of office security measures, data threats have become the reason for concern. It has become essential to built a robust and secure IT support for monitoring remote agents and implement safer work protocols.

As the above factors continues to haunt the BPO industry, Remote Contact Center Solutions have become the BPO sector’s only saviour:

With lack of latest technical infrastructure similar to physical office infrastructure, many businesses in the BPO industry have now reconsidered their technical aspects. Business owners look for a better call center software.

Following are the ways how Remote contact center solutions have turned around the BPO industry’s functioning:

1.       Multi-Channel Customer Experience

Customer interaction on their preferred channels becomes easy with Remote call center software. COVID 19 showcased a potential increase in the use of digital channels for customer interaction. Therefore, it became essential to ensure agent availability on these digital channels like live chats, reply to customer comments and more. An omnichannel callcenter software offer by Lgorithm Solutions is equipped with unified solutions for agents that enhances customer experience.

2.       Real-time control and monitoring

As addressed before the lack of a luxurious office infrastructure equipped with multiple monitoring option, remote monitoring was getting difficult owing to infrastructure lack. Lgorithm Solutions’ remote contact center software allows dashboard monitoring, generates reports, and offers a complete data on agent activity like call time, response, login and logout times, etc. The remote access to agent’s dashboard can help to perform corrective measures ensuring a seamless customer experience.

3.       Ensures First Call Resolution

As the pandemic made it essential to operate remotely, call centers faced higher call volumes and customer queries. At such times an effective routing algorithm helps to efficiently divert inbound customer calls to the concerned department thus ensuring higher number of FCRs.

4.       Ensures higher number of call connects

The remote call center software solutions also offer an auto dialer software that enables higher call connect frequency whilst enhancing agent productivity. An auto dialer software provides multiple dialing modes to improve conversion rates.

5.       Remote working made possibly at anytime

A remote call center software make it easy for agents to work from any location and any device at the same time it also maintains security of the data. These software offer flexibility for the agents to operate from any location without affecting customer experience or productivity.

Adapting the New Normal: Work from Home

COVID 19 has made it essential for BPOs to undergo digitization and only those companies who switch to these changes can survive the economic downfall. Empowering a call center and its employees with these digital upgrades will ensure smooth business and economic stability.