Did you know, the global contact center software market is on its way to touch $173.9billion by 2030.

Topped with the fact (as per market research) that, companies with higher customer satisfaction ratings witness about 12% increase in stock prices, backs the dramatic infusion of automation and performance-based software solutions in professional contact centers, that directly contribute towards customer retention and enhanced CLV. 

These days, customers possess an unprecedented level of awareness with respect to their value, rights and entitlements as patrons; a discerning consciousness that distinctly influences their proclivity for prompt resolution of enquiries and concerns. Therefore, they are ever ready to switch to competing brands / marketplaces if their concerns are not prioritized by their chosen company.

Considering the steep growth trajectory of ecommerce that is forecasted to settle at $6.3trillion by the end of 2023, followed by the exploding volume of sales made every minute through multiple channels like websites, social media, ecommerce platforms etc. there is no other way for call centers to shoulder the inbound overload than to harness the power of BPO-centric software solutions for instantly improved contact center management.

In simple words, these intelligent tools, while playing a pivotal role in streamlining and cost-optimizing inbound operations on behalf of hiring companies / businesses, further catalyze aiding and enhancing customer contentment levels by - 


For a clearer picture, let's explore 7 top software applications that inbound call centers use for elevating customer experience and creating the brand impact that companies desire. 7 Indispensable BPO Software Solutions For Sure-shot Customer Contentment -

 

1. Customer Relationship Management (CRM) Software 
Primary Purpose – Manage and track lead interactions
Benefits – CRM software assists inbound helpdesks in omnichannel communications like voice calls, sms, emails, chats etc. Other core functions of CRM tools include -

Being the backbone of any successful call center operations, CRMs enable agents to access comprehensive customer profiles, including interaction history and preferences, in real-time. By having this information at fingertips, agents can provide personalized and efficient support, leading to a more satisfying customer experience.

 

2. Automatic Call Distributors (ACD)
Primary Purpose – Routing incoming calls to the best-fit agent on the basis of skills, availability and priority.
Benefits – Using a set of complex algorithms and pre-integration with other relevant technologies, the ACD tools benefit professional customer care BPOs by

Given the features and benefits, ACD systems automatically minimize wait times and support first call resolution thereby eliminating any chance of anxiety or frustration among customers. ACDs in fact, have been named as one of the most effective BPO centric software that directly improve business branding, cost saving and efficiency.

 

3. Interactive Voice Response (IVR) Systems
Primary Purpose – Helping customers navigate through self-service options through pre-recorded messages, using voice or keypad inputs, without having to interact with agents.
Benefits – This intelligent automated phone system technology benefits customer contentment by

IVRs come with a variety of additional features like, multilingual support, that helps businesses supporting global clientele.

 

4. Quality Monitoring Software
Primary Purpose – Ensuring high quality customer interactions for improved customer contentment.
Benefits – Quality monitoring software assists in maintaining consistency in service quality by measuring and streamlining the interaction processes. It further enables - 

In short, quality monitoring software enables supervisors to evaluate and score agent interactions based on predefined criteria. Regular feedback and coaching opportunities help agents refine their skills, resulting in improved service quality and happier customers.

 

5. Speech Analytics Tools
Primary Purpose – Discover and fix pain points though unstructured data
Benefits – Articulation is not everybody’s cup of tea. This can pose massive issues when it comes to customers trying to explain their pain points to agents leading to extreme frustration and abandonment. Language barriers often play a key role in such situations. Speech analytics tools in this respect, help professional contact centers identify core subject of unstructured voice calls through Natural Language Processing Technology (NPL), thereby -

In short, when understanding customer sentiments and identifying trends becomes challenging in high call-volume environment, analyzing call recordings by speech analysis tools to uncover valuable insights, such as common customer issues, emerging trends, and areas for improvement etc. becomes important. This data-driven approach allows call centers to proactively address problems and enhance overall satisfaction.

 

6. Workforce Management (WFM) Software
Primary Purpose – Optimizing employee scheduling, time tracking and productivity planning.
Benefits – Efficient workload management facilitates quality customer care even through high-rush peak seasons. Core benefits of using WFM includes - 

WFM saves time as a crucial resource and enables call centers to handle more call loads more effectively without agents facing burn-outs.

 

7. Knowledge Management Systems
Primary Purpose – Curating, listing and strategically placing essential data and information for quickest possible retrieval while addressing customer calls.
Benefits – Did you know, 72% customers expect contact center agents to know their profiles, purchase records and previous engagements already.
Some of the key advantages of using knowledge management software include -

In short, knowledge management systems centralize information, making it easily accessible to agents. This not only facilitates quicker issue resolution but also ensures consistency in the information provided, fostering trust with customers.

What The Future Holds -
The future of customer care software is anytime more intriguing than the automation as is functional today. If you think you’ve seen enough, there’s more coming your way!

Voice biometrics in place of security questions, Internet of Things for generating automated service requests (especially in the field of health), Robotic Process Automation for human error elimination and expedited critical call resolutions and VR and Metaverse for enhanced real-life customer experiences can be mentioned as examples.
Keeping in mind the fact that customer service will become the key differentiator in this ever-competitive landscape, judiciously picked customer service outsourcing services will become the strongest strategy to defeat odds and stay in tune with the oncoming future trends that can create lasting positive impressions on customer base. 

 

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