Business Process Outsourcing Customer Experience Strategies | Calabrio

Customer Experience Strategies
for BPOs

Scalable, Robust Workforce Optimization
and Powerful Voice of the Customer Analytics
for Your Business Process Outsourcing Organization

Customer Experience Strategies for BPOs

Scalable, Robust Workforce Optimization
and Powerful Voice of the Customer Analytics
for Your Business Process Outsourcing Organization

As Resourcing Needs Grow, BPO Organizations Must Create a Better Customer Experience

Business Process Outsourcing organizations find themselves in a unique position. With more companies shifting their resources and customers increasing expectations for good service, the BPO provides a compelling solution for contact center management. However, increased demand for BPOs must be met by systems that optimize the entire customer experience.

Every BPO needs some help with change management and governance. Most BPOs also need help with streamlining their access systems. Anything that reduces manual effort and automates process will help them better serve their customers. Such multi-tenant capabilities are increasingly expected in the BPO industry: even saving a few seconds on a customer call can mean everything when managing multiple customer accounts.

To improve the experience for their customers, some BPOs are using customer intelligence platforms to analyze voice of the customer data, much of which flows through the contact center daily. From phone calls to emails to chats, omnichannel contact centers are central repositories of a wealth of customer knowledge. However, accessing and analyzing this data can be tricky.

That’s why BPO organizations are turning to Calabrio to help analyze 100% of customer interactions.

Our easy-to-use and intuitive technology helps BPOs identify dissatisfied customers for their clients and pinpoint areas of improvement. And our custom dashboards allow you to measure critical KPIs including customer sentiment and Net Promoter Scores.

We invite you to scroll down further to read more resources on how Calabrio supports BPOs.

A fully integrated agent & customer engagement suite.

Calabrio ONE

call recording

Call
Recording

quality management

Quality
Management

workforce management

Workforce
Management

voice-of-customer analytics

Calabrio
Analytics

advanced reporting

Advanced
Reporting

Switching to Calabrio ONE led to a
76% increase in positive sentiment

Radial/Calabrio ONE Sentiment Analysis Success Story

4 Steps to Calculating the ROI on Customer Experience Intelligence

By harnessing the power of data, you can translate the voice of your customers into CX business intelligence (BI) that sets you apart from every other organization. Download our white paper to learn more.

Getting to Grips with Scheduling Automation

Taking the next step in the scheduling process, this recorded webinar-class takes the full leap into using WFM automation for day to day workforce planning. Calabrio teaches how to schedule for different shift types and for agents working with multiple skills and channels in a day, at a more detailed time interval.

Sentiment Analysis with Calabrio ONE

Learn how three top brands innovated their customer experiences by understanding complex contact center insights.

Case Studies for Calabrio ONE

Broadway Bank Improves Contact Center Productivity by More than 30% After Deploying Calabrio

Read this case study to learn how Broadway Bank experienced increased employee engagement after deploying Calabrio ONE.

Desert Schools Federal Credit Union Smooths Contact Center Operations with Calabrio ONE

Desert Schools Federal Credit Union replaced their NICE and Aspect systems with Calabrio ONE and reduced agent turnover. Read the full case study here.

Middle Eastern Bank Enjoys Calabrio’s Evaluation Calibration Feature

A Middle Eastern bank chose Calabrio ONE and gained a technology refresh coupled with modern architecture.

European Bank Leverages Calabrio ONE to Monitor Compliance

A European bank replaced their NICE system with Calabrio ONE to reduce their total cost of ownership.

Credit Union of Colorado maximizes agent and customer satisfaction levels with Calabrio

See how the Credit Union of Colorado uses Calabrio solutions to maximize agent and customer satisfaction levels.

Boston Children’s Hospital + Calabrio

Boston Children’s Hospital uses Calabrio to create world-class customer experiences.

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