What You Need to Know About IP Contact Center Outsourcing

A blog banner by Magellan Solutions titled What You Need to Know About IP Contact Center Outsourcing

Know What Makes IP Contact Center Outsourcing Different from Old School Call Center

 

The Philippine BPO call center has veered away from traditional focus on outgoing and incoming voice calls. Instead now offers IP contact center outsourcing. Traditional call centers are not entirely obsolete. However, having multiple services as an international call center process provider, it is only smart to take advantage of this technology.

 

What is IP Contact Center Outsourcing

 

This outsourcing service manages customers with both voice calls and data applications like e-mail, Web-based chat or instant messaging. In short, this is an omnichannel contact center. This is a fully functional contact center that caters to your customers wherever they are. 

Here, there are the so-called blended agents who manage multiple forms of voice call. At the same time other data-centric communications like email and live chat. 

This is about taking advantage of the inherent benefits of IP communications. A contact center and its agents with access on IP connection like a broadband can handle various forms of communication. Be it voice or non-voice.

Most IP contact center outsourcing providers have native XML or voice XML (VXML) interfaces. This results in much cheaper and faster integration of interactive voice response (IVR) systems, speech engines, and back-office applications.

 

What are the IP Contact Center Outsourcing Technologies

 

There are various systems a contact center may use to deliver the best services. These are the most common:

1. Interactive Voice Response System (IVR)

This is the widely-known system there is in the contact center of BPO call center. This enables customers to use a keypad with corresponding voice commands. This can provide assistance to your customer even without the interference of a live agent. 

2. Automatic Call Distributor (ACD)

This is a computerized system that analyzes calls and distributes it based on the number called. This enables the contact center to handle multiple accounts at the same time.

3. Email Response Management System

This is a system that collects and analyzes your customer’s inquiries sent via email. These emails are then routed to the appropriate agent to respond to.

Contact center software has the ability to integrate with CRM software. This enables a more seamless customer experience  as it can improve the interaction monitoring capabilities. Also there is the centralized database for each touch point your customer may use when they interact with your business. 

 

Benefits of IP Contact Center Outsourcing

 

Cost-saving is one of the obvious benefits of outsourcing. Aside from this, the following are hard to pass up:

1. Provides Regional and Global Reach

Once you partner with an IP contact center outsourcing provider, you enable your business to manage customers no matter where they are calling from. Based on your needs, you can get a contact center to operate local and international numbers. 

This is also good for your outsource inbound call center services. This way, your customer can get a consistent experience no matter what medium they use to reach your business.

2. Intelligent Routing

This helps your customers to reach the appropriate agent to suit their needs. This way, first contact resolution is always possible. Appropriate distribution of calls whenever there is a spike ensures each caller is processed and attended to. 

3. Boost Productivity

An IP contact center effectively helps your business to customize and personalize every customer’s experience. As information about customers is gathered and accessible to provide resolutions. 

 

Is it Different with an International Call Center Process Provider

 

In the Philippine BPO industry, there are a myriad of services BPO providers can offer. Some may offer both traditional BPO call center and IP contact center outsourcing. Some may be your best choice for outsource inbound call center services. Some may be the best when it comes to your BPO call center needs.

The Philippines is the World’s Call Center Capital. This only means it has a huge market share in the worldwide BPO market. Industry giants like Amazon, Google, American Express and so many more export their BPO call center process in the country.

Most of the clients of Philippine BPO companies are businesses from all parts of the globe, if not all. Here you can find an international call center process service provider that will suit your needs. 

 

Magellan Solutions Is Your IP Contact Center Outsourcing Provider

 

Our 18 years in the business empower us to expand our practices to deliver quality services. We enhance and upkeep our existing traditional BPO call center. At the same time integrate the latest innovation as a contact center service provider. 

We are also ISO 27001-certified and HIPAA-compliant as we prioritize data and information security. This is our pledge to provide excellent call center services with topmost quality and security.

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