Top 3 Technology Trends in BPO and Call Center Service Industry

There was a debate on one of the Google hangouts on the topic – “Will Technology Kill the Call Center?” a week ago. We at Bluechip Callcenter feel that the answer is an emphatic ‘No’. As a matter of fact, the Call Centers were born because of technology. It is only after we advanced in Information Technology, and when internet enabled VoIP calls could be made easily by sitting in one part of the globe, and talking to somebody in another hemisphere, that we actually saw the boom of Call Center industry.

Technology has in the past played the role of enabler for the call center industry, is doing so in the present, and will do so in the future too. One of the noticeable transition is from pure Call Centers, which use only phone, to Contact Centers, which use other internet enabled communication channels – like an e-mail, chat support, fax etc. CCaaS (Contact Centre as a Service) has become possible due to evolution of call centers along with technology.

call center outsourcing, Call Center IndustryFollowing are the three prominent Call Center Outsourcing Trends in the technology field:

1.  Cloud in the Call Centers

Gartner, one of the top market analyst think-tank has predicted that 75% of contact centers will integrate with one or the other form of cloud.

2.  Analytics for Call Centers

Better systems and tools have been developed for reporting and monitoring of the Call Center Agents with technology to record and store all these call recordings. This will give us better analysis for each call and also better quality, and a welcome trend in call center outsourcing.

3.  Web enabled Self-help along with Customer Service

Customers have always wanted self-help material about the products they buy, like a detailed how-to-use manual. These how-to programs are now increasingly available on the web for customers. In such a scenario, the call becomes the last resort for the customer. They call only after they have failed to figure it out themselves through the self-help. In such a scenario, the assistance by the Agent becomes all the more crucial.

So as the latest trends of call centers outsourcing indicate, technology and call centers have symbiotic relationship. They are not here to kill each other but to help each other grow!

Customer is the King of Your Business Kingdom

You have to conquer the market. You have to expand your empire. In more ways than one, your business is like a kingdom. But never mistake the business owner as the ruler. The customer was, is and will always be the king!

Why? Simply because it is the customers who play the biggest role in the downfall or the victory! Inbound call centers, customer care services, call centers, customer care

Customers determine whether your business will be able to sustain or will it sink. Your customer base is directly proportional to your market share. The retention of your customers is what survives your business. And referrals from customers make your business rocket up.

So the remote control which decides whether your business will boom or go bust is in the hands of the customers. And definitely the person with the controls is the most powerful one. So no doubts here that the customer is indeed the king!

The next question is how do you please your emperor and ensure that you never earn the king’s wrath?

We at Bluechip Callcenter know the answer to this question. Serving as the inbound call centers for customer care department of various enterprises since so many years has taught us the secret to keep the king happy. Yes it is a prized secret, but we wouldn’t mind dropping some hints as we want every business kingdom to prosper and every king to feel happy after all. And the secret is – Listen to your king!

If the king wants to say something, then lend your ears. And don’t forget what your king told you. Always follow it. If the king wants something, then deliver it. If the king asks something, then answer it. If the king has an issue, resolve it.  You ought to listen to everything your king says, always.

This is what the call center Agents at Bluechip customer care services do on the behalf of your business. We listen to your customers and answer their queries, solve their problems and ensure complete customer satisfaction and happiness.

So the mantra for expanding your business kingdom – All hail the customer!

Make Your Business Work 24×7, Not Your Employees

None of us likes to work on holidays, yet everybody expects their customer care center to be working on a Sunday, even during midnight! As consumers we are assertive in our demand for a 24×7 call center. After all who knows when a product might require trouble-shooting or there may be a breakdown or an emergency.

The businesses can’t afford to ignore customer’s requirements. So they passed on the demand of 24×7 inbound call center services to the call center vendors. But providing services 24×7 is easier said than done.

call center outsourcing, 24x7 call center, inbound call center services, outsource call centersIf you rewind in time, then just about twenty years ago it was unthinkable that there would be offices working during midnight with properly scheduled night shifts. People would laugh off the idea of 24×7 as unworkable and impractical. However the transition from eight hour and 5-6 days of work to 24×7 working was so smooth that it silenced all those who were apprehensive.

Now it is very common to see young workforce coming in cabs to these outsource call centers at a time when typically other people are returning home after a day’s work. At BlueChip too, the exit of our day-shift of employees coincides with the entry of our night-shift employees.

While we are proud to say that we tender services round the clock and are a 24×7 call center, but we are more proud to say that we don’t make our employees work 24×7 or anywhere close to it. At Bluechip, in order to ensure a gratifying work experience for our employees and for the upkeep of their health, we ensure that:

  • No employee works for more than 9 hours in a day. And these 9 hours include a one hour break for lunch and tea.
  • All our employees work for 51/2 days only. The sixth day is just a 5 hour shift, and is counted as a half day. One day of the week is a mandatory holiday.
  • Staying after your working hours is discouraged by our Human Resource department. Time Management and Productivity enhancement workshops are conducted so that people can finish work in given 9 hours and don’t have to stretch.

The result of this is that all our employees get time for their family, friends and also adequate rest. None of them is exerted as we perform seamless 24×7 call center outsourcing.

Our employees are an asset for BlueChip. We take care of their health, happiness and job satisfaction. That is why they are able to provide complete customer satisfaction, even during midnight!

Call Center Services for Small Businesses on the boom

The big picture seems to be changing. Small is the new big. Or at least here at BlueChip! The numbers of our Agents working for small businesses are now more than the number of Agents working for processes of big corporations.

As you know our clientele includes big corporations of telecom, banking, real estate, and also the smaller mom-and-pop stores. The number of our Agents working for process of big business companies has always exceeded those working for small. As typically any process for a big corporation would have minimum of a hundred agents, while small businesses would never go beyond the century mark. In fact most of the Call Center services for small businesses engaged less than twenty call center Agents.Call Center services, Call Centers, Call Center services for small businesses

From the coming 1st October, this equation will change. 18 small businesses will be added to our clientele list. Training is underway right now. And from the beginning of the next month, our Agents will receive calls on behalf of small businesses like a florist shop, a jeweler shop, a plumbing service, a home-appliances store, and a dentist’s clinic based in US, UK and Australia, amongst others.

This development will take the number of Agents serving small businesses to 258, while the number of those working for bigger companies’ process stands right at 252. By this narrow margin of just 6 persons, now there are more Agents in the processes for small businesses.

This shift can be attributed to our fair call center services pricing. We provide solutions that fit every pocket. And we also provision Shared Agents, which is the most preferred solution of our small business clients.

Here’s hoping that small grows bigger and the big grows better, with our dedicated services!

Phone Answering versus IVR

phone answering customer care servicesEvery business which needs a service to just basically receive their phone calls gets confused whether should they go for an IVR or for a Phone Answering Service.

Deciding which is better of the two isn’t as easy as it seems, because you would get a list of advantages and disadvantages for both the kinds. If you surf the internet, then typically you would find that those articles which favor IVR are posted by IVR service providers, and those articles advocating Phone Answering Services are typically written by its service providers. So essentially these articles are written to further vested interests!

We at Bluechip Callcenter have therefore brought an objective comparison for you between phone answering call center Service and IVR. And yes, we can claim to be objective and neutral as we at BlueChip offer both the services – IVR and Phone Answering services. So we needn’t swing opinion in favor of one, just to attract clients.

So here’s the evaluation between the two –
Phone answering vs IVR services

phone answering & IVR hosting services

So as you can see in this comparison, there is no hands-down victory for either of the solutions. Both have their advantages and disadvantages. While IVR works best in certain situations, Live Phone Answering works best in another. Whichever you choose, the aim should be accomplished that no call should ever go unanswered.

These days you can easily combine both to get your perfect call center outsourcing solution. Like many enterprises have pre-recorded greetings from IVR, and then the option to speak to a Live Agent also as one of the options in IVR. So why stress over Phone Answering versus IVR, when you can get best of both the worlds!