Business Process Outsourcing organisations 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 centre management. However, increased demand for BPOs must be met by systems that optimise 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 analyse voice of the customer data, much of which flows through the contact centre daily. From phone calls to emails to chats, omnichannel contact centres are central repositories of a wealth of customer knowledge. However, accessing and analysing this data can be tricky.

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.