Technologies Implemented
We provided its a range of advanced technologies to this BPO:-
1. Dialer System
Implemented dialing of multiple numbers automatically and connects agents only when a call is answered, reducing idle time.
Provided customer information before dialing to a caller, allowing them to be well prepared for the call.
2. Interactive Voice Response (IVR)
Implemented a multi-level IVR system to handle inbound calls, route them to the appropriate departments, and offer self-service options.
Integrated with natural language processing (NLP) to enhance user experience by understanding and processing customer queries more effectively.
3. Customer Relationship Management (CRM) Integration:
The CRM was integrated with the dialer, IVR, ACD, and call recording systems, providing a unified view of customer interactions. It is integrated with Social media also.
4. Mobile App:
Developed a mobile app for field agents to access customer information, update records, and view schedules on the go.
The app was synchronized with the CRM, ensuring real-time data updates and consistency.
5. Artificial Intelligence (AI):
AI-Powered Analytics: Used AI to analyze call recordings, identify trends, and provide insights into customer behavior and agent performance.
Chatbots: Deployed AI chatbots for handling routine inquiries and freeing up agents for more complex issues.
Sentiment Analysis: AI analyse customer sentiment during calls, providing real-time feedback to agents and alerting supervisors in case of negative interactions.
6. Automatic Call Distributor (ACD):
It distributes incoming calls to specific agents or departments based on predefined criteria like agent skill level, customer priority, or language preference.
7. Call Recording and Monitoring:
All calls are recorded for quality assurance, training, and compliance purposes
Results:-
Increased Efficiency: The integration of these technologies reduced call handling time and increased agent productivity.
Improved Customer Satisfaction: Customer satisfaction scores improved due to faster resolutions and personalized interactions.
Enhanced Compliance: The implementation of call recording and AI analytics ensured compliance with industry regulations, reducing the risk of penalties.
Scalability: The Company was able to scale operations quickly, handling a 30% increase in call volume without additional staffing.