Actionable insights to monitor and improve
Easily customize and build IVRs
Call Recording & Speech Recognition
Quickly and precisely analyze calls
Accelerate sales with built-in tooling
Global Numbers and Porting
Numbers anywhere in the world
Everything at your fingertips
Maximize revenue with intelligent dialers and workflows
Delight customers with custom routing and automation
Seamlessly handle multiple clients and scale with ease
Medium-sized call centers, typically defined as those having from 50 to 1,000 agents, deal in many diverse industries with varying revenues: healthcare, hospitality, finance, customer support, and more. Still, the challenges they face, and the characteristics they need in their software solutions are very similar. Scalability and flexibility are essential for potentially expanding operations and adjusting to any changes in traffic. The product is expected to be turn-key and of high quality, with an extensive feature list in line with the market, and new innovations added regularly by the provider. A solid support team that is easy to reach can also become a factor when finding the right solution to commit to.
The COVID-19 outbreak has affected all of our live and digital interactions, and call center operations are no exception. While most of the market trends were starting to form long before and only escalated with the pandemic, other demands on performance and expectations of BPOs may come as a surprise for those not properly prepared. Read on to explore what the future holds for BPO call centers with customers in the US.