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 effectiv...

  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 depen...

  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...