ICCS-BPO Services

In order to deliver successful BPO services, we need to understand the trends of BPO industry and incorporate them into their business processes. Technologies like artificial intelligence, chat bot and data analytics are making impact in BPO industry and their position will become stronger in current year. 1) Artificial Intelligence(AI) AI industry will reach $50 billion in 2020 and is working as the new driving force of BPO services .   Predictive analytics finds it’s roots in AI and it helps in collecting and analyzing data and predict trends, patterns and correlations to create intelligent software that learns from its data. Chatbots and call routing also uses artificial intelligence extensively. Bots offer a range of advantages over human agents: they answer queries almost instantaneously and can handle multiple customers, 24*7 support. Virtual assistants handle simple routine queries, whereas agents manage more complex issues. With use of artificial intelligence a

Outsourcing customer support is the usual way to run business to enhance productivity, efficiency, and to boost revenue. By outsourcing to experienced agents business gains customer loyalty with enriched services round the clock. An experienced agent knows the appropriate ways to influence the customers positively and it results in enhancement of business brand image with higher possibilities of attaining success. Processes run smoothly for both the customers and the business and this approach brings better performance. Now a days people prefer managing core functions in-house and outsource the non-core functions like customer support, payroll services, HR functionalities, etc. If a business is service-oriented, it knows the importance of inbound and outbound call support. Call center in India outsourcing  has gained attention over time as it offers various advantages and helps small businesses grow and is being taken seriously by all service-oriented companies

Primary goal for every company should be solving customer’s issues on the first attempt. First contact resolution or FCR requires more than just friendly agents, it requires a combination of agent training and an efficient contact center protocol . Here are five ways to achieve first contact resolution for maximum customer satisfaction. FCR goals:- To serve customers well agents need to be aware of the goals that are expected of them. An agent on the voice channel must constantly keep the conversation flowing to reassure the customer   that he is present, whereas an agent on social media or live chat may indicate his presence using a real-time feature that shows he is typing a response. Agents training should reflect best practices for every mode of channel that is being used in the business. Always establish whether first contact resolution should take priority over other operational metrics such as average call handling time. Associates should know that they have the opp

Customers are a fundamental part of the business because company grows as long as you keep them happy and gratified with your brand. To make sure that customer needs are being catered perfectly, it is mandatory to keep frontline employees contented. You may already be acquainted with this old adage by Vaughn Aust, ‘Happy employees lead to happy customers, which leads to profits.’ Companies running an in-house call center face the hassle of high employee turnover, which has a trickle-down effect, resulting in dropped CSAT score. As a result of weak CSAT scores, problems related to business growth amplify. In simple words, both customer satisfaction and agent retention go hand-in-hand. Here, it becomes imperative to understand, ‘How do specialized customer care service providers like   call center in India   retain support representatives?’ Below-mentioned ideas can be implemented to retain loyal and diligent call center agents with ease:   HIRING AS PER JOB DESCRIPTION:- Age

We saw a lot of changes to the call center and customer experience landscape in 2018. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever. 2019 shaped up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence. Earlier this year, ICCS identified nine technology trends that are helping companies deliver this kind of customer experience. Let's take a look and see how far your business has come in building customer relationships that last - or which of these trends may need to be on the 2020 to-do list. 1. Artificial intelligence integrated into customer interactions Businesses are getting deeper into predictive analytics, using artificial intelligence (AI) applications to help streamline   call center experiences   for customers and agents. We are seeing that, as early adopters continue honing AI ap