Increased demand for improved service delivery and omni-channel customer care are the two major drivers of the contact center outsourcing market at the global level. Under contact center outsourcing, highly specialized third-party service providers are hired for functions like sales, multi-channel customer service, telemarketing, and customer service support. The four major verticals under contact center outsourcing are:
- Multi-channel customer service
- Telemarketing
- Pro-active outsourcing
- Support services
Technological innovations in the contact center outsourcing market:
Intelligent virtual assistant
Used by Teletech and Concentrix, the intelligent virtual assistant is a speech-driven application that blends natural language processing and artificial intelligence. This technology involves elements of interactive voice response and other modern artificial intelligence projects to deliver full-fledged “virtual identities” that converse with users. As the virtual assistant sets a conversation with customer executives and solve common customer issues through knowledge repositories and pre-programmed responses, it not only reduces the efforts made by agents but also enables suppliers to bring down their operational costs.
Voice biometrics
Another major technological innovation in the contact center outsourcing market, voice biometrics uses voice patterns to produce a unique identification for every individual, using more than 100 physical and behavioral factors. Unlike the traditional voice-based authentication system, the latest voice biometrics are more secure and capture the voiceprint by taking factors like pronunciation, accent, speed of speech and physical traits like mouth and nasal passages into account.
Intelligent call-back
Regarded as one of the best ways to improve customer satisfaction without any extra operational costs, the intelligent call-back feature reduces the frustration among customers that arises due to being on hold or waiting for agents on telephone systems. This technology allows customers to raise call-back requests via the web or smartphones. With the intelligent call-back system, the call abundance rates are also reduced, as now customers themselves can make requests to get in touch with agents.
Robotic process automation
Used heavily by Concentrix and Teleperformance, robotic process automation (RPA) technology reduces the agents’ effort in performing regular mundane tasks by using pre-programmed software robots to automate repetitive tasks without human intervention. The functioning of RPA is like that of industrial robots that are used in manufacturing industries to increase the rate of production as well as improve the quality of products.
Call center analytics
Call center analytics help in automating customer engagements by identifying the areas that require improvement and training. For instance, through speech analytics, call center analytics helps in optimizing call-handling times for call center agents.
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