Full-Automation of Contact Operations Can Drive Off Customers From the Business

Posted by Author 7 months ago

There was always a scare that machines will drive away the work of the BPO workforce. But that's not the case because experts have weighed in the issue, saying that machines and humans should work together in order to provide the best experience for customers. It's like driving a car; the human will still be responsible for driving it while the machine provides the power for it to run. Humans will still have the role of using it in order for the machine to work.

Businesses should look for BPO providers that are knowledgeable in the latest tech. Global TeleForce offers contact centre outsourcing services that are fully equipped with the latest technology along with representatives who have knowledge of how to operate such technology. For a quotation, call (PH) 02-6571872 / (AU) +61 419 200 663 or email enquiry@globalteleforce.com.

It’s always the business' goal to provide the best for their customers. They always make an effort in going beyond customer expectations and what seamless experience means. Unfortunately, not all outside-the-box ideas are worth traversing, with various businesses losing the human touch; therefore, gradually losing customer loyalty.

It's human nature to look for a fellow human to speak with. So, when they are fuming with anger about a slow internet connection or a broken item due to mishandling during the delivery process, they definitely want to speak with a live human being. They want to feel understood and special. Will artificial intelligence be able to provide that?

There was a 2016 survey that proved this claim. According to this survey performed by Accenture, there were 88 per cent of customers in the United States who still prefer speaking with a breathing human being instead of digital channels fill in to solve service issues.

Robert Wollan, a senior managing director at Accenture Strategy and functional managing director for Customers & Channels within Accenture Strategy emphasised the repercussions of over-investing in digital channels, explaining: “companies have lost sight of the importance of human interaction and often make it too difficult for customers to get the right level of help and service that they need.”

It’s essential for businesses to remember its roots by having customer service representatives who were trained to become empathetic to customers and help them every way they can. The bottom line is that the human touch is still a necessity in making customers happy.

In her article “Being Human is Good Business”, Kristin Smoby: “In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it," Ms Smoby said.