Due to the increasing pace of digitalization, modern customers expect a personalized user experience with the option to communicate across multiple channels. As a result, many companies are investing more in their user experience model, with 60 percent of C-level executives planning to increase spending by 50 percent from last year.
In order to gain an edge over competitors, call centers must offer an exceptional, one-of-a-kind user experience. With that in mind, here’s how to promote the growth of your call center and meet the growing demands of modern customers by integrating omnichannel communication.
What is omnichannel communication?
Omnichannel communication creates a unified experience for customers across all channels. A unified experience eliminates the need for customers to repeat themselves, as agents handling the customer are able to pull up all relevant information before the interaction. In other words, agents are given streamlined access to customer details across all communication channels, allowing them to provide consistent levels of service while saving time.
Modern customers demand the option to switch between multiple channels of communication, including texting, voice calls, and Facebook, with ease. In order to meet growing demands and boost customer satisfaction, call centers must be able to deliver relevant data while making it convenient for customers to interact with your business. For BPOs in the Philippines, creating sets of team to handle customers on different platforms is effective. This way they’ll be able to respond to customers who prefer a live chat support instead of telephone calls, and vice versa.
Why offer omnichannel options?
Surprisingly, less than 12 percent of companies provide customer service options for omnichannel communication due to outdated technology. However, more call centers plan to integrate omnichannel communications within the next year to meet heightened expectations from customers. In fact, a study from Forrester found that 60 percent of executives felt they were falling behind with digital transformation initiatives.
Today, digital transformation is setting successful companies apart from the rest. Executives are no longer viewing digital transformation as an investment, but as a change required to stay alive. Forrester predicts that 20 percent of CEOs will fail to move toward digitalization, leaving their businesses to be acquired or begin to fail. Ultimately, call centers will be required to integrate omnichannel communication in order to compete, grow, and become successful.
Integrating omnichannel communications
As a result, adopting a unified service will promote business growth and drive more traffic by offering customers the unique experience of seamlessly interacting across multiple channels. Customers who prefer to use a variety of devices, from mobile phones to laptops, will be also able to interact with your business on the device of their choice.
By offering agents access to previous customer histories, your call center will save time and money. Access to previous interactions allows agents to work more productively and solve issues more efficiently by eliminating the need for customers to repeat themselves. In turn, customers will have a smoother and more satisfying experience.
To further increase call center productivity, consider investing in predictive dialing software. A predictive dialer dials lists of telephone numbers and connects answered calls to live agents, which allows agents to save time while making more calls than they could manually. Paired with cloud-based software, predictive dialing can integrate outbound calls into a seamless and user-friendly omnichannel conversation.
Bright Pattern’s predictive dialing systems takes advantage of algorithms to increase dialing rates while handling call control and call distribution. By mathematically predicting when agents can field calls, outbound call centers eliminate wasted time spent manually dialing or waiting for customers to pick up their phones. Dialing software that integrates automatic call distribution can help call centers utilize agents more effectively and maximize call success rates.
The rapid pace of digitalization has forced businesses to move toward digital transformation while integrating omnichannel communication. Ultimately, offering options for omnichannel communication can have a significant influence over the success of you call center.
2018 ·