HoduSoft

  In such a fast-paced industry as the Business Process Outsourcing (BPO) sector, analyzing customer interactions can mean the difference between greater operational efficiency and superior quality of customer service and not-so-good service quality and efficiency.  One of the most effective technologies that can help BPO companies analyze customer interactions is speech analytics. Speech analytics converts spoken language into actionable data and it provides valuable insights that can significantly benefit all types of organizations, including BPO call centers.  This article explores the benefits of implementing speech analytics in BPO call centers. Without further ado, let's dive right in! 1. Understanding Customer Needs Speech analytics gives incredible insight into customers’ needs. In a call center, when customer service representatives know what customers want from each inbound and outbound call they handle, they can tailor their responses in a much more effective and effi

  No matter what they do, no matter where they operate from, BPOs and contact centers cannot avoid one thing: high call volume. When call volumes are extremely high, BPOs find it difficult to handle incoming calls effectively. When it comes to customers, a lot of them abandon the call after waiting for a few minutes. Various studies have found that more than half of callers would hang up if they were made to wait for more than two minutes. That's why managing high call volumes is extremely critical for BPOs. Here are some ways BPOs and call centers can manage high call volumes.   1. By Going Omnichannel When a BPO or a call center relies solely on traditional telephony systems to provide customer service, then it is certainly going to experience high call volume compared to organizations that use omnichannel communication systems. Besides, in the present time, customers prefer contacting organizations using a multitude of communication channels. That's why exclusive dependency

  Peak hour traffic in call centers refers to a particular time within the day when a call center receives the highest volume of incoming calls. These peak periods can vary depending on the industry, geographical location, and specific business operations.  To give an example, let's suppose an e-commerce company has outsourced its customer service operations to a BPO company. The latter's call center starts getting a sizable volume of calls after business hours, let's say after 9 am, as that's the time when most people shop online as well as check their orders. It's just convenient to shop while traveling to work or before starting one's shift. As the day passes, the call center gets more and more calls, and it experiences peak hour traffic during noon, say between 1 pm and 3 pm.  This article details the challenges BPO call centers face during peak hour traffic and how they can manage it effectively. Read on. Challenges Faced By BPO Call Centers During Peak Hou

  As the instances of climate weirding and natural calamities rise in the world, many businesses find it difficult to sustain their operations during such events. The need for business continuity becomes imperative. The ability to manage crises and ensure business continuity is critical for all organizations, especially for Business Process Outsourcing (BPO) companies. This article explores how contact center software can play a pivotal role in crisis management and ensuring business continuity within BPO operations. 1. Provide Remote Working Capabilities   What will a company do if the city in which it runs its customer service operations is hit by a hurricane? If it doesn't have any backup then it won't be able to provide customer service until the infrastructural damages are repaired and the power connection is restored. But if it has a team of customer service representatives working remotely then come rain or shine, it can deliver uninterrupted customer service. That's

  Fraudulent phone calls, scammy robocalls, and deepfake AI voice and video calls have become a major issue for people all over the world. As per latest stats , every day, one out of every ten calls is a scam call. What’s more distressing is such fraudulent and scam calls are increasing with each passing day. A new research revealed that scam calls have risen by a whopping 350 percent over the past three years! A new study found scam calls result in losses of more than USD 9.8 billion in just 12 months. It’s really worrying. Now, the question comes: is there something that can prevent fraudulent calls? Yes! The solution to the problem is Stir/Shaken . Stir/Shaken stands for Secure Telephone Identity Revisited ( STIR ) and Signature-based Handling of Asserted information using toKENs ( SHAKEN ). It is a framework designed to combat illegal caller ID spoofing—a tactic commonly used by fraudsters to disguise their identity and deceive recipients into answering scam calls. What Is Cal

  How long should you make your customers wait? What is the good average wait time in the telecom sector? As a professional in the rapidly-evolving sector, you must be having these questions in your mind. Many experts opine that a business’s average wait time should be two minutes or less. But a majority of customers are unwilling to wait even for a minute. A recent study revealed that 60 percent of respondents said that they would hang up if the wait time is more than a minute. And 90 percent of the respondents said that they won’t wait for five minutes. The findings are not at all surprising. For most people, nothing can be more distressing and frustrating than waiting for even a minute or two in this fast-paced world. Some say “Time is money.” But truth be told, time is far more precious than all the wealth in the world. If money is lost, it can be earned back. But if a second is lost then that’s lost for good. Today’s organizations must keep that in mind and make sure that they