75% of customers today expect a consistent customer experience when engaging with brands through social media, phone calls, or in-person channels.
But the reality is, many companies still struggle to optimize their operations according to current demands.
Recent statistics reveal that only 13% of businesses are able to fully convey customer context across all their available channels. This number highlights the need for more companies to provide seamless omnichannel support.
With digital advancements, customers expect only the best from call center teams. In almost every business area, consistency and accuracy in customer service have become more than just buzzwords to differentiate a brand. They’re non-negotiables.
With industry standards leaning toward omnichannel support, consistent service delivery is essential for improving customer retention and ensuring lasting business growth. Competitive BPO partners understand the critical need to optimize their operations, especially when working with global outsourced teams.
In the increasingly customer-centric era, partnering with an outsourcing provider with a solid global call center portfolio should be at the top of your priority list. This article will cover best practices for enhancing global call center operations and the benefits it can bring to your business.
Key Strategies for Global Call Center Optimization
Call center optimization involves finding the right mix of operational efficiency and personalized customer service, while leveraging industry-leading technology and management processes. Below are some of the best practices for optimizing global call center operations:
1. Set Clear Goals and Objectives
As with any process improvement, call center managers must determine which metrics or targets they want to improve within their current operations. They should also identify crucial KPIs that will serve as a guide for further optimization efforts.
For example, if you need to improve your team’s Average Handle Time (AHT) metric, it gives you more clarity on the necessary steps. Consider implementing self-service options for customers or introducing automation tools within your team. Through these steps, you eliminate repetitive tasks, enabling your agents to reduce the average duration of their customer interactions.
2. Evaluate Global Locations
There are various outsourcing staffing models: nearshore, onshore, offshore, or a hybrid model. While each one has a unique set of advantages, it still depends on what best fits your business’s needs. Optimized call center operations also start with ensuring call center teams remain fully capable regardless of their location.
For example, nearshore agents might help handle inbound calls more because of their geographical and cultural proximity. In contrast, offshore teams may help provide more convenient and accessible services for businesses prioritizing cost efficiency. Alternatively, combining both could help companies to maximize each model’s benefits.
ClearSource‘s flexible solutions span all of our global operations. With teams across the US, Costa Rica, India, South Africa, and the Philippines, we can address even your most complex business needs.
3. Leverage Industry-Leading Technology
Optimizing global call center operations also means staying current with emerging technologies. According to Gartner’s forecasts, artificial intelligence will automate one in ten agent interactions.
AI and automation tools can help outsourced teams deliver their best work with better precision and speed. AI-powered self-service tools enable you to provide a better overall customer experience by streamlining processes. Its benefits also extend to your global call center team. By reducing the need to perform repetitive and tedious tasks, outsourced staff gain more focus on high-priority functions and accomplish more in less time.
ClearSource is committed to being at the forefront of innovative outsourcing. We leverage technological innovations like AI Simulation and workforce management tools to improve our processes. Learn more about how we drive efficiency and success by harnessing industry-leading technology.
Benefits of Strategic Global Optimization
Implementing optimization strategies enhances a global call center portfolio. It can improve customer satisfaction rates, reduce negative customer interactions, and drive more efficient service performance.
Its benefits have significant impacts on business revenue and success. These advantages include:
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Increased Cost Savings
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Reduced Average Handle Times (AHTs) and Call Abandonment Rates
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Improved Team Productivity
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Enhanced Business Continuity and Continuous Improvement
A Globally Competitive BPO Partner
For years, ClearSource has guaranteed success to its clients across different industries. We continue to do so as we expand to multiple operations globally, all with the same commitment to exceptional customer experiences.
We strategically built our operations in key outsourcing geos: the USA, Costa Rica, South Africa, India, and the Philippines. Leveraging each region’s specialized and diverse talent with industry-leading technology to ensure success for our clients.
Learn more by taking a look at our modern call center optimization guide.
Interested to learn more about ClearSource and its solutions? Book a meeting with our team today.
