Tuesday 07 / May / 2024
Call Center Outsourcing to the Philippines is Your New Competitive Advantage
Artificial intelligence (AI) seems to be a topic of many conversations as of late.
When you begin to dissect its many applications, it’s clear why. AI allows businesses to do more with less – vital to streamlining processes for a more efficient future. “One area where AI has drastically improved results is with customer experience (CX),” says Ralf Ellspermann, CEO of PITON-Global, an award-winning call center in the Philippines.
While it may seem counterintuitive that less human involvement has improved CX, contact center services in the Philippines are a shining example of how AI can be leveraged for a more effective and efficient customer service experience.
Contact centers in the Philippines are constantly innovating to improve the customer experience. AI was the next evolution of innovation that contact centers have since turned into a science that businesses can reap the benefits of.
The success of using AI starts with meticulous planning and thoughtful implementation. With regard to CX, part of that planning looks at creating detailed profiles on each customer service agent. AI can then use the information to appropriately match customers to the best agent for their needs (and even their personality). This is where leaning on a contact center that is already confident in their AI utilization is so beneficial to businesses. The use of AI has not only been established, but it has also had time to be perfected before your customers begin to interact with it.
There is a myriad of benefits to contact centers themselves, the businesses that leverage them, and most importantly, the customers that interact with them when AI is used. Beginning with contact centers, they are ultimately able to do their job more effectively. With AI, simple problems can be addressed automatically through chatbots or interactive voice response – allowing agents to focus more of their time on the customers that need them most.
“Outside of the automation that AI makes possible, data-driven insights allow agents to consistently improve the customer experience. AI is evaluating every interaction in real-time, giving agents in-the-moment notifications of how they can best support customers. Additionally, agents are given actionable feedback after each customer interaction that allows them to understand what they did well and what they can improve on for their next call,” explains Ellspermann.
With regard to the clients of contact centers, AI allows clients to feel confident in the support their customers are receiving. When customer service agents are able to consistently provide better service, the company they are representing continues to build a stronger brand. Additionally, AI enables businesses to evaluate the quality of service their contact center partner is providing based on automatically tracked data. Delegating something as important as your customer experience is made much more comfortable when you can gain accurate insights into how your contact center partner is performing.
Lastly, and most importantly, customers that interact with contact centers in the Philippines that utilize AI have an improved customer experience. AI in call centers is leveraged to track how customers feel as they engage with the technology as well as the agents. With that, necessary corrections can be made promptly that otherwise may have gone unnoticed if a customer didn’t share feedback on an interaction.
Beyond that, AI allows customers to get their problems resolved faster and on their own terms. If a customer doesn’t like calling when they experience a problem, they can utilize a convenient web chat. When customers do prefer to call, they can find solutions to simple problems in moments or be connected to an agent that was hand-picked for them and their situation. With AI, customers are receiving support that is unmatched and continuously improving based on their needs.
There will always be a need for person-to-person interaction when it comes to customer support. Customers find comfort in being able to interact with an agent that understands their concerns and can help resolve issues over the phone. Call centers in the Philippines that leverage AI are able to improve CX by streamlining problem resolution, personalizing each customer experience, and continuously improving from one call to the next.
“Your customers deserve the best. Partnering with a call center in the Philippines that utilizes AI is how you can best support your customers while also ensuring your organization is able to scale into the future. It’s time to start taking advantage of the amazing benefits AI can have on your CX,” says Ellspermann.
