How BPOs can use AI to improve quality assurance
Callminer
AUGUST 30, 2023
Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and drive revenue.
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Callminer
AUGUST 30, 2023
Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and drive revenue.
ShepHyken
NOVEMBER 4, 2022
She shares how BPOs can enhance your customer experience. With rapidly evolving technology in today’s digital age, the BPO industry is bombarded with opportunities to improve customer experience (CX) in ways unthinkable a few decades earlier. Let us look at six ways in which BPOs can increase customer experience for your business. .
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LiveVox
OCTOBER 31, 2023
Now, in addition to keeping pace with the rapid evolution of technology and staying on top […] The post The Top Challenges for Collections & BPOs in 2024 appeared first on LiveVox. The unprecedented circumstances of 2023, however, have ushered in a new layer of technical and regulatory concerns.
CSM Magazine
NOVEMBER 3, 2023
As such, BPOs should see themselves as partners that offer choice and allow organisations to deftly circumvent market challenges and optimise return on investment. Providing this ability (and choice) can allow in-house operations to focus on core strategic activity and relieve pressure on core staff.
Advertiser: The Office Gurus
While work-at-home has been an option for years, most nearshore BPO, contact center, and CX providers (for a variety of reasons) never adopted the solution.
NICE inContact
JUNE 6, 2021
Like everyone else, contact center BPOs (business process outsourcers) are emerging from more than a year of drastic and unforeseen upheaval. How have BPOs weathered this challenging period? And, what does the future look like in the world of BPOs? How are they navigating this still-changing landscape and a “new normal?”
Knowmax
MARCH 16, 2023
The post How To Improve Customer Satisfaction In BPOs? appeared first on Knowmax.
Fonolo
JANUARY 16, 2019
For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to cut costs and create efficiencies. This is especially true in the call center space where the term “BPO” is often used interchangeably with “outsourced call center”. Is your BPO prepared for the future?
Playvox
MARCH 4, 2020
Contact center BPOs consistently face high agent attrition rates, which can cost a host of problems, from productivity to customer service to financial related issues. According to a recent ContactBabel study, agent attrition in the BPO industry is around 49%, more than double the rate for all occupations in the U.S.
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Plus, as a strategic vendor partner, we can provide highly qualified staff to support BPOs, filling hard-to-fill positions, reducing overall costs, and increasing profitability on existing contracts. Let CXperts be your partner in success.
Ameyo
SEPTEMBER 2, 2019
From cost optimization to maximizing the productivity of any business, BPOs in the Philippines has become the call center hub for Southeast Asian companies. Moving from a world of … How BPOs are Improving Customer Journey in the Philippines? Read More » The post How BPOs are Improving Customer Journey in the Philippines?
Helpware
NOVEMBER 28, 2023
Business Process Outsourcing (BPO) companies, as integral players in the global economy, are no exception to this rule. Today's world is increasingly environmentally conscious and it's important for industries across the board to prioritize sustainability and environmental stewardship.
Fonolo
JANUARY 24, 2019
At the same time, major changes are impacting BPOs. Finally, BPOs are weighing up the benefits of adopting a multichannel approach as siloing the different customer service channels becomes taboo. While BPOs are no strangers to challenging times, the next few years promise to be particularly interesting for outsourced call centers.
LiveVox
DECEMBER 22, 2020
The post The Top Challenges for Collections & BPOs in 2020 appeared first on Livevox. The unprecedented circumstances of 2020, however, have ushered in a new layer of technical and regulatory concerns. Now, in addition to keeping pace with the rapid evolution of technology and staying on top […].
Playvox
MARCH 11, 2020
48% of BPOs report their number one concern as “providing a better customer experience”. This is due in large part to the heightened competition for customer service outsourcing contracts. What’s more, “ 20% of companies in 2019 reported they plan to bring customer care back in-house because it’s becoming a core competency.”.
OrecX
FEBRUARY 10, 2020
BPOs have among the highest agent turnover rate in the contact center industry. This issue can cause significant cost pressures to the customer service organization as it can cost upwards of $7,000 to on-board and train a new agent. And when they leave, all of that learning and knowledge is lost.
Playvox
MARCH 25, 2020
BPOs are in the business of delivering service quality to their clients. Evaluating agents’ interactions and running coaching and training programs are all part of the BPO playbook. As such, quality assurance is essentially job #1 for these service providers, on a daily basis.
Fonolo
NOVEMBER 2, 2017
As the demand for outsourced call centers grows annually by 6%, it’s critical for BPOs to offer services that meet these growing expectations. The ability to offer callers the option of a call-back is a popular request from companies choosing a contact center BPO. BPOs Can Exceed Customer Expectations by Offering Call-Backs.
Expivia
FEBRUARY 15, 2024
The future success of contact center BPOs hinges on their ability to evolve into strategic partners, leveraging artificial intelligence (AI) to redefine customer service. link] The Critical Role of AI in Transforming Contact Center BPOs AI is not just a tool but a game-changer in the contact center industry.
Playvox
MAY 7, 2020
As a BPO, your primary challenges likely include customer satisfaction, quality of service and cost containment, especially during these trying times. It's no surprise that an increasing number of companies are turning to BPOs to accelerate or even support work from home environments.
OrecX
MAY 6, 2019
Therefore, BPOs are under enormous pressure to over-perform each and every day just to retain clients. With the help of the right call recording , screen recording and quality monitoring software in a BPO's arsenal, they stand a far greater chance of satisfying (if not wowing) clients.
Fonolo
FEBRUARY 5, 2019
Last week, Fonolo hosted an insightful live discussion on the future of BPOs. The expert panel discussed whether reshoring is a permanent trend, the impact of AI on BPOs, and so much more. How Will AI Impact BPOs? Or are BPOs going to simply adjust to new tasks that AI-powered businesses are going to need?
Ameyo
NOVEMBER 9, 2020
Today after 10 months of … A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services Read More » The post A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services appeared first on Ameyo.
Ameyo
NOVEMBER 9, 2020
Today after 10 months of … A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services Read More » The post A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services appeared first on Ameyo.
Knowmax
MAY 13, 2021
4 tips to improve agent scripting in BPOs.
Helpware
DECEMBER 1, 2023
As the BPO sector is experiencing constant change, leaders have to adapt new management methodologies to keep up with new market demands and increased client expectations. Sticking to traditional management styles is like sailing a ship with an old map when everyone is using satellite navigation.
Outsource Consultants
DECEMBER 21, 2023
Let’s give thanks for BPOs and dive in. Where BPO Partnerships Drive Key Value 1. For instance, leading BPOs now employ advanced AI-driven analytics to personalize customer interactions, a concept barely conceivable three years ago. Retail BPOs have nailed this with integrated support.
Hodusoft
MARCH 13, 2024
This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support. Contact center software not only enhances efficiency but also enhances the efficacy of BPOs and contact centers of banking and financial institutions.
LiveVox
JULY 17, 2023
The business process outsourcing (BPO) industry plays a vital role in today’s global economy. However, like any other industry, BPOs face their fair share of challenges.
Hodusoft
MARCH 6, 2024
Here comes the role of an unsung hero, known as BPO (Business Process Outsourcing), revolutionizing the way e-commerce companies provide customer support services. A seamless integration with business tools like CRM can help e-commerce BPOs deliver personalized and context-aware support. Let’s get started.
Callminer
JULY 22, 2018
Despite the advantages of BPOs (24/7 customer support, location flexibility, cost savings, etc.), While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise. 3) Performance. is one thing. 4) Process Adherence.
Outsource Consultants
JANUARY 18, 2022
We continued to see strong demand for outsourced services, and BPOs were able to step up and provide adequate supply and fantastic CX. While most BPOs have contingency plans in place now, it would still be a major disruption. But larger BPOs, in particular, may face additional staffing challenges if these mandates are upheld.
CCNG
JULY 27, 2022
What metrics should call centers and BPOs focus on? How do BPOs measure client sentiment? If employees can't refer friends and family to your call center or BPO, you will eventually see attrition rates rise. How do BPOs measure client sentiment as a metric? A lot of BPOs will have their own satisfaction surveys.
Outsource Consultants
JANUARY 24, 2024
The United States: An Eye on Drawing Back Business Some companies previously opposed to outsourcing are now turning to nearshore and offshore BPOs for cost savings and access to high-quality agents. Due to this reduced interest in domestic call centers, BPOs have had to cut their prices to attract customers and use idle agents.
CCNG
FEBRUARY 1, 2023
SUPPLEMENT CONTACT CENTER RESOURCES WITH GIG WORKERS, BPOS. Business process outsourcers (BPOs) can also provide workable solutions for contact center resource needs. In today’s tight labor market, contact centers cannot afford to be short-staffed and reduced absenteeism should be hailed as an unintended benefit of WFH.
Outsource Consultants
JANUARY 3, 2024
In 2024, choosing BPO partners with proven records in agent satisfaction will be crucial for enhancing customer experience and agent proficiency, as satisfied agents tend to stay longer and provide better service. BPOs often had to prioritize either cost reduction or quality service, depending on client needs.
CustomerServ
DECEMBER 16, 2022
BPOs to offer lower pricing for work-at-home vs. in-center because that delta closed rapidly during and post-pandemic. Productive hour pricing bids from BPOs in the U.S. but this was during a time when BPOs could pay $12-$13 hourly wages to call center employees — those days are long gone. Here we go…. Onshore cost surge.
Outsource Consultants
MAY 2, 2018
The following blog post was written by Fred Stacey and is re-published with his permission: Hey Contact Centers and BPOs, Innovation is not an option! The post Hey Contact Centers and BPOs, Innovation is Not an Option! Most of my followers/readers know that I try to post my own images and tie them back to the article.
TechSee
APRIL 10, 2018
As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?
LiveVox
JULY 24, 2023
Effective customer engagement is the key to success for any business process outsourcing (BPO) company. However, many BPOs unknowingly fall into common pitfalls that hinder their customer engagement efforts. By identifying and […] The post What’s The Problem With Your BPO Strategy?
LiveVox
JUNE 26, 2023
Adopting AI technology offers compelling reasons for BPO companies to enhance their operations and decision-making processes. By leveraging AI-powered tools, BPOs can delve into vast amounts of data, extract valuable insights, and uncover trends that drive operational improvements.
Expivia
FEBRUARY 18, 2024
Transitioning Beyond Per-Agent Revenue Models For many BPOs, the prospect of moving away from a per-agent/per-hour revenue structure is daunting. This shift towards technology-driven solutions poses a significant challenge for BPOs. It requires not only a reevaluation of business models but also a cultural shift within organizations.
Working Solutions
NOVEMBER 14, 2022
BPO stands for Business Process Outsourcer If you are interested in taking your customer experience to another level, you may consider partnering with a Business Process Outsourcer (BPO). BPOs can handle various parts of a client’s operations to help improve functions like customer service and foster long-term brand loyalty.
Outsource Consultants
NOVEMBER 16, 2022
Certainly, BPOs are not immune to hiring challenges, but they’re typically in a better position to overcome them. Even in more established locations, there are BPOs who have managed to hold hiring challenges at bay. It also creates healthy competition between your BPOs, incentivizing top performance.
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