Guest Post By Bhupender Singh, CEO of Intelenet® Global Services, who says technology is transforming how call centre agents interact with customers… The contact centre industry has evolved over the years because of changes in customer expectations, technology innovations and new business models. Businesses of all kinds are digitally transforming their contact centre operations to keep at pace with customer demands.
According to McKinsey, companies focused on providing a superior experience across customer journeys realised a 10-15 per cent increase in revenue and a 20 per cent increase in customer satisfaction.1 Technology enables call centre agents to improve interactions with customers and better cater to their demands.
Customers desire more flexibility and speed which is putting pressure on business leaders to rethink how they manage customer requests. Compliance with rules and regulations for call centre agents, become a barrier to catering to customers who expect fast results. For example, in the aviation industry, over 85 per cent of the customer requests which arise from flights being delayed, rescheduled or cancelled, require agents to go through detailed fare rules. Manually checking Global Distribution Systems and other reference points leaves travel companies liable to agent errors and retail losses hence impacting overall end customer satisfaction. Businesses need to invest in their IT infrastructure which is able to fetch the required information from multiple databases, communication channels and distribution systems to better execute appropriate business action.
According to Gartner, by 2017, one third of all customer service interactions will still require human interaction. 1 It’s about empowering the employees to harness the power of automation and gift them with the digital capabilities to manage the customer experience. Automation is the next frontier for customer service, enabling contact centre agents to achieve operational excellence and deliver exceptional customer service. We support our clients to embrace the opportunities automation brings, to better optimize how they process customer requests.
Along with investment in the right IT infrastructure, business leaders need to direct their attention to contact centre agents by offering training. 60 per cent of consumers will not accept low service levels in exchange for a cheap deal.1 Through extensive technology deployment, businesses can strengthen customer relationships and increase customer retention.
Bhupender is the Chief Executive Officer of Intelenet Global Services. He is responsible for managing Intelenet’s global business portfolio across US, UK, Europe, Middle East, India, and Philippines. Bhupender exemplifies Intelenet’s commitment to deliver value to clients across the business lifecycle, with his penchant for aligning organizations to the ever-changing market demands.