83% of online shoppers need support to complete a purchase. If they do not receive assistance within five minutes, they either head elsewhere or abandon the purchase altogether. With the explosion of cloud and in-app customer support plug-ins, VoIP calls are every shopper’s go-to method of getting assistance from your call centers. Leveraging advanced technologies to boost the TAT improves call center profitability but comes with increased expenses.
How do you ensure that your business app and sales cloud are always active for your executives to access critical information? How do you ensure that your customers can always reach out to you through your online business channels? The answer is high-speed internet connectivity, which keeps your network and sales always up. As cloud, automation, and AI-driven analytics are changing how your business operates, your business needs seamless operations to improve profitability and customer loyalty while reducing call center costs. To better look at how enhanced network connectivity can augment this paradigm shift, let’s dive into its necessities and impact in the BPO sector.
5 Cost-effective BPO operations supported by seamless internet performance
How can you reduce your call center costs while improving business profitability and productivity? Through new technology-based solutions tailored for your call center governed by a high-performing network connection. Enhanced CX is the most significant and obvious goal to achieve with this, ultimately resulting in cost optimization for your business. The BPO sector is experiencing a shift in the tech solutions leveraged across growing call centers. The major ones are laid down for you here:
VoIP calls
VoIP calls are revolutionizing the way call centers communicate with their customers. They are easily integrated into your online channels to help your executives leverage the customer data and personalize CX. However, VoIP calls need to operate on high bandwidth, but did you know that they are way cheaper than landlines as they only leverage existing internet connection?
With high-speed connection and increased network uptime, you provide your customers the freedom to reach out to you anytime, from anywhere, via multiple platforms. VoIP calls are highly compatible with the cloud and can reduce your call center expenses by a significant margin.
Cloud-based call centers and remote agents
Cloud computing has been one of the most trending and industry-agnostic technologies for a few years now. But the available options for the BPO sector to leverage it such as auto-attendants and call forwarding can mark down your call center costs. SaaS solutions provide instant data retrieval and integrated business data access through various platforms. These features make cloud a master solution to customize CX, which is what every call in your BPO thrives for.
SaaS comes with low to no maintenance requirements and costs, and an internet connection is all you need to access your enterprise data on it. However, a network outage can severely impact your internal operations and availability to the customers, decreasing your brand loyalty and moving the needle down the sales bar.
Furthermore, cloud-based call centers decrease the need to get in-office executives to operate in crowded and noisy environments. They fuel the remote agent culture for flexibility in delivering a remote working experience and seamless customer service.
Automation and omnichannel support
90% of customers rate an immediate response as very important when it comes to on-call support. With your customer care executives spending significant time on small operational tasks, the TAT to cater to customers often decreases. Functional automation is tough to implement, but saves your call center costs, gives time to build personalized customer relations, and improves call center profitability. Automation leverages advanced technology, which operates on dedicated, high bandwidth, and secure internet connection.
Customers expect support from whichever online channel of your business they are accessing. 49% of consumers, on average, use three to five different communication channels to contact customer service. Omnichannel support has surfaced as a major trend in this era where social media is at the helm of marketing, sales, and better revenue. Companies with strong omnichannel customer engagement retain 89% of customers. Again, being an internet-driven operation, it requires nothing to be implemented but enhanced connectivity.
Live chat
66% of both B2B and B2C companies use live chat for on-call customer support. Video chat has been shaping up for call centers as the upcoming trend to deliver enhanced and personalized customer support. Since a high-speed internet connection is all that’s needed for a seamless live chat experience, it improves call center profitability potentially.
Over 40% of customers choose live chat over social media channels and email, while 41% expect your business website to offer live chat as a contact option. It has the highest customer contact channel satisfaction rate of 73%, and to be executed seamlessly, it requires an interrupted, uncontended network connection for a lag-free, live experience.
Inbound call center software
Call centers adopt inbound software for three critical reasons, CRM integration, customer support metrics, and flexible integration with other business channels. With actionable insights extracted from multichannel customer data, your executives can deliver more personalized call experiences. Hefty amounts of internet bandwidth go into driving advanced analytics technology to access this software seamlessly. Also, sensitive customer data requires a secure internet connection to avoid any security breaches, internal or public.
Let’s see what kind of internet connection can guide your call center’s way through.
An internet connection tailored to your call center needs should:
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Deliver high QoS for concurrent VoIP customer calls
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Work seamlessly across your multi-location call centers
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Enable quick access to your SaaS software solutions
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Support advanced technologies such as AI and analytics efficiently
A variety of network solutions could fit these requirements to reduce your call center expenses. But to choose the optimum connection, you should consider the executive headcount of your call center, the highest used mode of communication, whether your centers are located at multiple places, the intensity of usage with SaaS software, and how much you would like to enrich your CX.
We, at Spectra, offer an extensive portfolio of voice solutions but deploy the one tailored to your business needs after a detailed site survey. Our solutions support your advanced customer services requirements such as live video chats, customer sales analytics, conversational intelligence, and more. Our bespoke network solutions guarantee enterprise-grade SLAs with 99.5% uptime to facilitate glitch-free calls with your customers for an enhanced CX. Client care is an ongoing process, and network downtime can lead to massive revenue loss and hampered brand loyalty. We monitor and manage your connectivity 24*7 for continual network support to keep your business thriving and customers happy. To enhance your call center’s profitability and productivity, reach out to us today.
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