Contact Center Management
Contact Center in form of BPO (Business Process Outsourcing) came into light in late 90s when business realized the need to focus on core activities by outsourcing the Customer Service and backend tasks to a third party. Majority of the Fortune 500 companies outsourced their non-operational activities which evolved in early 2000 and became a major source of income for several countries.
Contact Center or BPO provided employment to millions of youngsters who preferred building their career in this segment.
With thousands of contact centers in market the demand for staff became a matter of ‘Tug-of-War’ and a time arrived when the quality of Customer Service started deteriorating.
70% of outsourced and captive Contact Centers today still work with traditional approach with manual and reactive methods of managing customer experience.
With evolution of Data Science, Machine Learning and Artificial Intelligence, customers started demanding speed, first call resolution and lower price.