How Contact Center Software Shapes BPO Customer Experiences

According to a report published by Zion Market Research, the global contact center software market size is projected to reach USD 148.1 billion by 2030, up from USD 26.5 billion in 2022, at a compound annual growth rate (CAGR) of nearly 24 percent.

The Business Process Outsourcing (BPO) industry plays a huge role in propelling the growth of the worldwide contact center software market. Needless to say, BPOs and the contact center software industry are closely intertwined with each other, and the success of BPOs is hugely correlated to the contact center software they leverage.

When BPOs invest in the right contact center software they are well-equipped to deliver proactive communication and positive customer experience. As per a recent statistic, over 85 percent of customers say that they get a good customer experience when they receive proactive communication from the business they are dealing with.

This blog post explores the impact of contact center software on BPOs’ customer experience. If you are a BPO owner or a contact center executive then this blog post is just for you. Dive right in and know the impact of contact center software on BPO customer experience.

1. Omnichannel Approach

The biggest impact of sophisticated contact center software on a BPO’s customer experience is the omnichannel support it provides. In the present time, a majority of customers don’t just call the customer care number to get in touch with agents. Most of them own a smartphone and they prefer using several different channels such as web chat, instant messages, text messages, emails, and even social media to contact businesses.

As per data, 72 percent of customers prefer to connect with businesses through multiple channels. A study by Aberdeen Group revealed companies with strong omnichannel customer service retain on average 89 percent of their customers. Their counterparts with weak omnichannel service manage to retain only 33 percent of customers.

BPOs that leverage cutting-edge contact center software not only manage to deliver omnichannel communication options to their customers but also enable contact center representatives to simultaneously handle more than one customer during peak time without adding more communication systems.

2. Tailored Customer Interactions

Would you be surprised if we told you that nine out of every ten customers would buy more from a business (or transact more) if they received personalized customer services? Well, you shouldn’t. If you put yourself in the shoes of your customers, you will realize that when you receive personalized communication, then you are more likely to experience positive emotions. And that’s why it isn’t astounding that a recent study by Zendesk found that 90 percent of customers are ready to spend more with businesses that provide tailored customer services.

But when it comes to delivering personalized and tailored customer communication, there is a gap. As per one data released by Segment, while 85 percent of businesses feel they provide tailored customer experiences, only 60 percent of customers agree to that. In the BPO industry, providing tailored customer service is extremely critical. There’s no two ways about it.

The right contact center software’s can help businesses provide tailored and personalized customer experience. Contact center software equipped with sophisticated integration with Customer Relationship Management (CRM) and other business applications can easily provide tailored interactions with customers.

3. More Efficiency

Legendary management guru Peter F. Drucker famously said, “Efficiency is doing better than what’s already being done.” Legendary martial artist and actor Bruce Lee said, “Efficiency is anything that scores.” In the rapidly evolving digital age, BPOs need to find ways to enhance their efficiency. The increase in efficiency not only pertains to their overall operations but also to the way they deliver customer service.

When customer service operations are automated, then a business not only becomes highly efficient but also streamlines a majority of its contact center operations. Automation enables BPOs to remove the burden of inefficiency. And unsurprisingly, some stats even corroborate the statement. As per Contact Center Automation Statistics, 80 percent of customer interactions can be resolved through automated contact centers.

Sophisticated contact center software can help BPOs enhance their efficiency. By streamlining operations and providing a wide range of automated features such as AI-powered chatbots, interactive voice response (IVR) systems, contact center software not only automates repetitive and mundane tasks but also enhances customer experience.

4. Effective Communication and Collaboration

Effective communication is the cornerstone of a positive customer experience. As American philosopher Nat Turner rightly said, “Good communication is the bridge between confusion and clarity. And to quote author Theo Gold, “Communication is your ticket to success.” For BPOs, apart from inter-team and intra-team communication, interactions with customers are equally important, if not more. It’ll determine if a BPO will soar or sink.

Let’s look at some numbers to corroborate the same. As per statistics, 86 percent of employees blame inefficient communications for workplace failure. Another study revealed that the cost of poor communication has touched USD 1.2 trillion per year.

Advanced contact center software’s offers remote capabilities, collaboration tools, and a centralized platform, enhancing communication for agents. Leveraging the right contact center software, agents can work across time zones and geographical locations and provide excellent customer service. That in turn can enhance customer experience.

5. Continuous Improvement

As legendary author Mark Twain said, “Continuous improvement is better than delayed perfection.” In the BPO sector, continuous improvement is the key to success. Let’s be honest, perfection is just like a mirage in such a competitive and dynamic sector. But it’s easy to ensure continuous improvement by monitoring the key performance indicators (KPIs) and leveraging analytics and reporting tools.

As per a recent stat, more than half of BPOs in the study claim to employ analytics tools to collect valuable insights into customer interactions, agent performance, and overall contact center efficiency. BPO analytics market, valued at USD 16.8B in 2021, to reach USD 71.6B by 2030 with a 22.06% CAGR.

This is where the role of sophisticated contact center software can be a game changer. Equipped with cutting-edge real-time analytics and reporting features, the right contact center software can not only generate tons of KPIs, identify areas of improvement, and help management make data-driven decisions, but also provide customers exceptional experience by meeting their evolving expectations.

All in All,

For a BPO, the quality of customer experience directly correlates with the choice of contact center software employed. If the contact center software is of high quality and loaded with sophisticated features, the customer experience it delivers would be undoubtedly of high quality. Subpar contact center solutions often result in mediocre customer experiences, indicating a potential lackluster performance from the BPO.That’s why it’s extremely crucial to handpick the best contact center software for BPOs.