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External facing enterprise organisations, from government agencies to insurance and utility companies, banks, telcos and anyone offering products and services, will face the challenge of surging client demand.
Unexpected events such as floods or earthquakes, seasonal fluctuations, economic impacts, cyber threats and on a more positive note, upswings in value demand through marketing generation, will trigger sudden increases in external engagement and workload for contact centres.
Bringing on more staff to meet that demand can be a slow moving and long tail solution that depends on a host of current factors such as the labour market.
Enterprises can pre-empt surges in demand by upskilling existing staff and optimising existing resources with experience technology to streamline processes and automate tasks - freeing up critical resources to meet escalating demand when it happens.
Business process outsourcing (BPO) with embedded quality assurance, can help organisations successfully manage surge capacity by providing flexibility and agility.
BPO, not only eliminates much of the heavy lifting of managing the operation but allows organisations to focus on strategic business decisions. Strategic outsourcing partnerships extend your business and provide capabilities and solutions that often seem impossible to achieve using already stretched in-house resources.
Contact centre specialists equipped with robust processes provide capacity at scale to seamlessly manage people, processes and experience technology to support customer demand.
Outsourcing goes beyond workforce expansion to encompass cloud contact centre solutions, agile technologies, virtual assistants (VA) and robotic process automation (RPA), in conjunction with specialist workforce management (WFM) planners.
A specialised talent-attraction and onboarding team also plays a crucial role in ensuring staff can be onboarded at scale, with the skills and training to deliver quality customer outcomes. The ultimate objective for the BPO provider and the client's in-house contact centre/s is to ensure customers have the same quality experiences regardless of the team they are supported by. Consistency is achieved by embedding the values and mission of the organisation in all aspects of the operations and maintaining a customer-first approach.
Datacom Associate Director of Contact Centre Operations, Nicholas Crossley welcomes the opportunity to provide surge support for new and existing clients, who are often under immense pressure.
“We value the trust our clients have in us to provide effective solutions in times of need. The ability to scale, adapt quickly and leverage the right technology solutions effectively, are unique strengths that Datacom excels at because we have such a broad tech capability underpinning our operations," he says.
Leveraging contact centre technology for surge capacity provides critical advantages through scalable and easy-to-use technology. Advanced customer experience (CX) technologies such as Agent Assist, empower service delivery teams with artificial intelligence (AI) and natural language processing (NLP). Agent Assist provides real-time guidance on call handling, task automation and quality, finding efficiencies and driving customer outcomes.
Agent Assist is a game-changer, helping customer service teams to rapidly retrieve relevant information, adapt to language nuances and significantly contribute to training and quality assurance efforts. This combination of capabilities delivers a personalised and streamlined customer experience.
Datacom’s unique Safety Net approach streamlines the precise identification of high-risk calls or instances where an interaction may not have achieved the ideal service outcome. This allows real-time follow-up to help a customer in need or to fix a service delivery failure. Quality assurance (QA) is paramount, with outsourcers consistently displaying a strong commitment to customer advocacy and an unwavering dedication to represent the client's brand.
For organisations seeking advice on how to navigate the challenges of surge, rapid expansion, dynamic business needs, or business as usual operations, feel free to reach out for a conversation. We can help guide you through the different outsourcing solutions and experience technology available to unlock value and make a difference with your customer engagement.
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