2023 Contact Center Trends BPOs Should Prepare For
As the BPO industry moves into 2023, it is set for significant transformation with the advent of cutting-edge technologies and trends. Advancements in AI, cloud-based solutions, and omnichannel communication drive innovation and enable organizations to enhance customer experience, streamline operations, and gain a competitive edge.
BPOs emphasize technology to provide personalized and efficient service and improve agents’ satisfaction while focusing on cost reduction and improving the customer journey. In this blog, we will highlight some key trends expected to shape BPOs in 2023:
1.) The Continued Rise of Automation and AI
AI and automation have dramatically changed business processes, especially for Business Process Outsourcing companies. With AI-powered systems and software automating repetitive and low-value tasks, BPO companies can now focus on higher value-added tasks that require human touch and decision-making. Implementing a solution such as Zappix’s Visual Self-Service can streamline repetitive tasks and redirect routine inquiries to a self-service platform. This empowers customers to manage tasks independently, such as monitoring order status and reporting lost or stolen cards, depending on your organization’s specific requirements. Integrating AI and automation in BPO operations has significantly reduced costs through improved efficiency, accuracy, and personalization.
Additionally, AI-powered systems and software can also analyze and process large amounts of data quickly and accurately, reducing the need for manual labor and increasing the speed of business processes. AI and automation in BPOs have also made it possible to scale and expand services without sacrificing quality, making it easier for companies to manage their operations, even as they grow. With the continued development of AI and automation technologies, BPO companies expect to see even more significant improvements in their operations and service offerings.
In short, BPOs are keen on incorporating automation in their operations to improve customer service, increase efficiency and enhance agent productivity. The primary objective is to offer self-service options and provide customers with better value.
2.) Agent Shortages – Overcoming Staffing Challenges Through Technology and Employee Experience
The shortage of contact center agents is a widespread problem in the industry, affecting BPOs across all sectors. SQM Group recognizes that high agent turnover rates, historically at 35%, significantly hinder achieving high customer satisfaction (CSAT) and first call resolution (FCR) rates in 2022. One of the causes of this high turnover is the repetitive and monotonous nature of the work, which leads to agent burnout and decreased employee satisfaction. To alleviate this issue, BPOs are turning to technology solutions, such as Zappix, to automate routine tasks and free up agents to focus on more personalized customer interactions. By doing so, they can improve both the efficiency and customer experience while improving agent satisfaction.
The COVID-19 pandemic has exacerbated the shortage of contact center agents for BPOs, as the rapid shift to remote work has made it challenging to find and hire candidates. The increased demand for remote work has attracted a larger pool of job seekers, making it harder for BPOs to find suitable candidates. The shortage has also put additional pressure on existing employees, decreasing morale, increasing stress, and higher turnover rates.
To overcome these challenges, BPOs are exploring investing in AI and automation technologies to augment their workforce and reduce the workload on their agents. BPOs must create a desirable and supportive workplace culture that nurtures their employees and reduces burnout.
Hyper-personalization is becoming crucial for BPOs in the contact center industry as they strive to provide customers with an experience tailored to their unique needs and preferences. The key to success in this area is to use AI-powered tools that provide real-time insights into customer data, such as purchase history, preferences, and sentiment. By leveraging data, AI, and other advanced technologies, BPOs can deliver hyper-personalized interactions designed to improve customer satisfaction and build long-term relationships.
Hyper-personalization can also help contact center agents work more efficiently by providing customized scripts and recommendations that guide the conversation and drive a more personal interaction. This approach can increase efficiency, improve customer satisfaction, and reduce call times. However, to achieve these benefits, BPOs must invest in the right tools and technologies and provide their agents with the training and support they need to deliver hyper-personalized interactions that exceed customer expectations. By taking a data-driven, AI-powered approach to hyper-personalization, BPOs can improve the customer experience and build stronger relationships, increase customer loyalty, and drive business success.
4.) Growth of Self-Service Solutions
Self-service solutions are becoming increasingly popular in the BPO industry as companies strive to offer customers a more convenient and efficient experience. These self-service options, such as automated phone systems, chatbots, and mobile apps, allow customers to quickly find the information they need and resolve issues independently without human assistance. This reduces wait times for customers and improves efficiency for BPOs by reducing the number of calls and inquiries that need to be handled by agents.
To manage the influx of customer inquiries and support requests, many companies turn to self-service solutions to deflect call volumes and free up agents for more critical tasks. These self-service tools, such as Zappix Visual IVR, allow more efficient use of labor resources and provide customers with relevant information quickly and easily. However, it is essential to make it easy for customers to move across channels and promptly reach a human agent when needed. This will ensure that customers can get the help they need when needed while maximizing the efficiency of staff resources.
BPOs are leveraging advanced technologies, such as AI and machine learning, to make self-service solutions even more effective and provide customers with a more personalized and human-like experience.
5.) Enhancement of Remote Work
With the rise of remote work, primarily due to the Covid-19 pandemic, BPOs are also turning to remote contact center agents to improve flexibility and productivity, reduce absenteeism, and enhance employee satisfaction. However, this shift comes with its own set of challenges, particularly concerning cyber security.
Cloud-based technology is one way to address these challenges and make remote work for contact center agents a reality. Using a cloud-based solution, agents can access their work from anywhere with an internet connection, providing them with the tools and resources needed to perform their jobs effectively.
Handling sensitive customer information such as personal details and financial data poses significant security concerns for BPO companies. To address these risks, a solution like Zappix’s Agent Assist can provide essential security measures such as secure payments. By utilizing Agent Assist, BPOs can secure transactions and reduce agent burnout, lower average handle time (AHT), and lower the cost per call while handling sensitive information more securely. In addition, to secure digital payments, Zappix’s Agent Assist allows agents to send smart forms, upload pictures, download documents, and conduct surveys, providing businesses with a comprehensive and dynamic solution to improve and develop their operations.
In conclusion, the way customer service is delivered by BPOs is set to change dramatically in the near future due to the rise of new trends and technologies such as AI, automation, proactive engagement, and self-service. By investing in these innovative tools and technologies, BPOs that stay ahead of the curve can better cater to their customer’s evolving needs, resulting in business growth.