BPO involves hiring third-party companies to handle specific business functions, allowing companies to focus on core activities while benefiting from specialized expertise and cost efficiencies
The global IT-BPM services market is forecasted to grow by 8% in 2021, rebounding from the COVID-19 impact. The Philippines maintains its lead as the top contact services destination, driven by a skilled workforce, cultural adaptability, cost efficiency, and robust support systems, capturing 35-40% of the market share.
Choosing the right call center service is crucial for exceptional customer support. Consider factors like cost-effectiveness, SLAs, scalability, technology, agent expertise, language skills, customization, performance metrics, customer feedback, and security. By evaluating these elements, you can select a call center that aligns with your business goals and enhances customer experience.
Inspiro revamped an airline's inefficient call center by optimizing staffing, implementing advanced call routing, and improving quality control, raising answer rates from 50% to 95% while reducing the required workforce. The successful transformation led to the airline outsourcing its entire call center operations to Inspiro.
Incorporating an omnichannel contact center enhances customer experiences by providing consistent, efficient service across various communication channels like email, chats, SMS, and social media. This unified approach boosts customer satisfaction, operational efficiency, and brand loyalty, making it a crucial strategy for businesses in today's market.
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