2014 trends: Outsourcing call center and IT will be multi-channeled

2014 trends: Outsourcing call center and IT will be multi-channeled

OABPO Blog Team Published on December 6, 2013

outsourcing-call-center
Trend predictions for 2014 suggest companies that are outsourcing call center and IT services to start upping their services by conducting those in channels other than the traditional ones.

Here are three trends that might shape call center outsourcing in 2014:

• More self-help options will emerge

Call centers will reduce call volume by diverting customers with light queries and requests to other channels, such as the company website and social media pages, where answers are readily available. In addition to FAQ pages, instructional videos and customer service apps will be promoted to encourage customers to solve issues without letting the public know about it by posting on the brand’s pages.

• Video support will be used more often

More companies will take advantage of video chat tools like Google Helpouts to help customers understand explanations of solutions better. This may also be used to generate publicity and boost interaction. In Google Helpouts, companies can hire celebrities or experts to do the explaining in front of the camera.

• Mobile apps will be used for customer service

To further take away drama and complaint from the brand’s public pages, mobile apps will be launched to let customers send a direct query to the company or ask for a callback from its customer service representatives. Apps can have additional features such as downloadable how-to videos or user manuals.

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The IT segment of the outsourcing industry went through ups and downs in 2013, and these may be how this year’s trends will influence IT outsourcing in 2014:

• E-commerce websites will be mobile-ready

More businesses will put higher importance on their website’s mobility, as a large portion of the buying public prefers to conduct e-commerce transactions using mobile devices like smartphones and tablets. Websites will be made more responsive if viewed using a handheld device so that online shoppers will not be prompted to leave the site.

• Outsourcing clients will want more control

Clients will look for more control over the IT services they outsource. Service-level agreements will be better-defined, and clients will demand to know whether they are getting the results they want. In 2014, expect more business to trust their projects to outsourcing firms with a straightforward and transparent management.

Let Open Access BPO aid your business through call center and IT solutions. Join us on Google+ to know more about the services we offer.

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As much as your brand wants to give your customers a great experience, there are times when you really have to say no to their requests. For #CallCenter agents who are trained to always delight the customer, having to say "no" can be difficult.

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://buff.ly/3VuHqR6

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Between the onslaught of online shoppers, the potential issues you might run into, and possible internal concerns, is your brand ready to handle the holiday rush?

Here's how outsourcing can ensure a satisfying #CustomerExperience during the holidays: https://buff.ly/3XTgDzB

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• How a 24/7 Call Center Handles a High Call Volume During the Holidays
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• How Can Philippine Call Centers Motivate Agents After the Holidays?
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• Top Five Business Tasks To Outsource During The Holiday Season | via Forbes
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#BlackFriday and #CyberMonday are the biggest holiday shopping events in the US, with millions of consumers eagerly waiting to snatch up season-exclusive discounts and special deals.

To provide the best #OnlineShopping experience possible, #ecommerce brands and their outsourced support teams spend months devising #CustomerSupport strategies.

Here are a few notable stats about these shopping holidays.

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Employee self-care is everyone's personal responsibility. Ensuring it involves maintaining health and wellbeing, enabling employees to prevent and manage work-related stress.

Here are helpful ways to ensure employee self-care: https://buff.ly/3EDhOdP

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We empower our employees to create #CustomerExperiences for your customers. Outsource with us: OpenAccessBPO.com/get-started

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Open Access BPO
Open Access BPO2 weeks ago
Employee self-care is everyone's personal responsibility. Ensuring it involves maintaining health and wellbeing and enables employees to prevent and manage work-related stress.

Here are helpful ways to ensure employee self-care: https://buff.ly/3EDhOdP

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We empower our employees to create #CustomerExperiences for your customers. Outsource with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO