Contact Center Management

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.

 Shifting from Reactive to Proactive cuts down your operational cost by 30-50%. Give an opportunity to ABSC to test the result on your own data before any further discussion.

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01
Bottom Up NPS (Predictive Net Promoter Score)

Transaction based Net Promoter Score and Customer Satisfaction

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02
Top Down NPS

Organization level survey to identify the leadership position and market.

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03
Minimizing customer churn & Maximizing Retention

Descriptive, Predictive, Prescriptive analytics, Machine Learning and Artificial Intelligence are proven tools to change the perception.

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04
Call Quality Score using end to end integrated measurement system and predictive evaluation

End to End Integrated Measurement System capturing all the inputs with correct weight

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05
Maximizing First Call Resolution

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06
Minimizing Repeat call percentage

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07
Average Handling Time

Every second in a business is revenue and customer satisfaction. Statistically correct base line saves millions of dollars every year.

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08
Forecasting Techniques

Call Volume, Sales, Attrition, Churn Rate, and Revenue for next one year can be forecast using high end algorithms to optimize your resources.

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Learning & Development

We are the first entity to integrate Lean Six Sigma with Data Science as a comprehensive training program to develop your resources to handle the predictive analytic market

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ABSC Experience

Our experience in BPO, banking, supply chain, logistic and education space have created a huge impact in businesses of Asia (India, Indonesia, Malaysia) and Africa (Nigeria, South Africa, Kenya, Ghana, Zambia, Zimbabwe).