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Omnichannel in Call Center and BPO

Can you imagine that after a successful marketing action your company receives more calls, emails, or online chat messages than it can manage? What, initially, would be an ideal situation for a small company, could become a disaster for those customers who have been poorly served while the company was overwhelmed by its success.

To avoid losing potential customers due to an overload of calls or contacts through any of the multiple channels existing in the digital era, the call center and BPO services are two great allies. These companies are specialized in customer service to increase the level of satisfaction thanks to the efficient use of omnichannel (click here to learn more about omnichannel).

What is the role of call centers and BPOs for your business?

BPO – Business Process Outsourcing – and call centers are services designed to optimize resources and facilitate the task to offer a better customer service. Delegating these contact activities with consumers to professionals trained by these companies and their specialized client management programs – such as the use of chatbot, WhatsApp or a CRM – to unify the available contact channels. Create an omnichannel strategy to increase customer satisfaction after they contact the company to inform, hire, or claim their services or products.

But why is omnichannel in the call center important?

In the digital era in which we are immersed, there are multiple different channels from which a potential client can choose as a means of communication. A call center and BPO service is prepared to face the multichannel media and offer in all an identical great quality.

The omnichannel in the call center allows companies to give their consumers the best possible service regardless of the preferred channels of the clients to carry out the communication.

What are the benefits of using services like call center or bpo?

In addition to the advantage that omnichannel in the call center represents to improve the attention received, there are economic and technical reasons that allow for optimizing resources, saving costs or speeding up the tasks to be performed thanks to the use of a call center and BPO service.

  • Simplicity of workflows using a single platform as part of an omnichannel service strategy

To address multichannel and possible differences in the quality of care offered, unifying the contact channels in a single platform is one of the advantages of omnichannel in a call center.

  • Improve efficiency and save costs

By making use of a single platform from handling all the available information of the clients as of the offers, it is possible to improve the attention to the client in any possible situation. In this way, a call center and its CRM program acts as an efficient incident management and sales platform at the same time.

  • Services with scalable and adaptable offers

These companies offer different rates and service packs depending on the needs existing at any time. Which saves costs when it is only a temporary work overload, thus optimizing resources so that the company can invest them to grow consistently in the medium and long term.

  • Offer multiple alternatives to consumers

All consumers are unique. Customers’ preferred channels are as varied as potential buyers of the company’s products or services. Hence the importance of omnichannel in call centers.

While some people will prefer to contact by phone, others will choose to do it through WhatsApp, email or through a chatbot or a real online chat.

  • The newest tools and programs

It will always be advisable to use the latest technologies available to establish communication with the younger audience. Hence, the advantages of omnichannel only increase as the number of possible communication channels increases.

For example, a young audience is much more likely to turn to social networks to initiate a communication, send an email or ask via chat rather than making a phone call or a physical visit to the store.

For this reason, the use of artificial intelligence programs – called chatbots – that simulate a conversation with the potential client, either from the company’s own page or on one of the existing social networks, is increasingly common.

The use of these programs allows to optimize resources by responding directly, without human presence, the most frequent doubts or carrying out simple tasks such as scheduling an appointment or consulting the status of an order among other possibilities.

As you can see, the use of call centers implies a series of advantages and benefits that companies cannot ignore if they wish to be competitive in the long term.

It is not just a service that offers an incident management platform and passive customer service, but also an efficient way to make better use of available resources. In this way, the company’s employees can devote more time to tasks with greater relevance for the survival of their company.

If you found this post interesting, do not forget to share it on social networks so that everyone knows the importance of having an omnichannel strategy in Call Center and BPO.

Thanks & see you son!

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