What is Omni Channel Customer Service

omni channel customer service

What is Omni Channel Customer Service?

Omni-channel Business Process Outsourcing (BPO) contact centers are contact centers that offer excellent client experiences that entice repeat business. They use all the most commonly used platforms for communications so customers can get the help they need by the means they prefer. With the aid of a live agent or real-time self-service alternatives, omnichannel contact centers enable clients to receive assistance whenever they need it. A BPO customer service plan that is integrated and truly effective can provide businesses the push they need to outperform their rivals both now and in the future.

Agents require call center software that allows them to switch between channels and touchpoints with ease in order to properly deliver this and assist consumers regardless of the channel. When executed properly, omnichannel contact centers elevate the customer support journey by providing really extraordinary experiences.

In this article we discuss what makes a good omni-channel service and what the benefits are of adopting an Omni Channel Customer Service approach.

Top benefits of the Omni-channel approach

Increased productivity

An agent can only take care of one caller at a time over the phone. An agent can manage numerous customers simultaneously using other channels like chat and email. This frees up the time of the agents, enabling them to concentrate on far more complicated problems and improve call center procedures.

Reduced costs

Although integrating several communication channels may seem pricey, it is not. In actuality, it saves money because you won’t need to hire specific agents for each channel.
Additionally, as most consumers prefer to research solutions on their own, “self-help” methods for customer resolution are frequently used. All of this helps reduce the agents’ burden significantly because technology does the bulk of the work.

Omni Channel Customer Service Maximises Agent’s potential

  • Agents that work in an omnichannel call center can react to clients’ questions quickly, which frees up more time for training new agents to handle increasingly difficult scenarios.
  • This will benefit not only your business but also your agents, who will feel more productive.
  • It increases their sense of job satisfaction. Insights for customer research

Omnichannel call centers incorporate social media and chat as forms of communication. This provides the call center with additional points to collect data. The gathered information can be examined to have a more comprehensive understanding of how clients are interacting with your company for their requirements across various channels. You may provide better customer service by using the collected data.

Qualities of good omni-channel service

Customers like seamless omnichannel experiences. When done well, it creates long-term consumer loyalty since problems are immediately and totally fixed. These four components make for strong omnichannel customer service:

Fully integrated service

Regardless of which means clients contact customer support by phone, email, text message, or any other inbound digital channel, employees may view the whole service journey and respond and handle the issue as necessary thanks to omnichannel. It allows integrations of  communications by multiple channels at once.

Better data collection

Because they follow the customer from channel to channel while gathering data, omnichannel service encounters are seamless, improving customer experience, customer ratings, and brand reputation. People’s entire histories and account details follow them as they switch from social media to talk to a live representative.At each stage, there is no need to start over

Advanced routing system

The capacity to interact across all channels connects personal information with customer data. When CRM tools and other applications are integrated with customer service systems, an intelligent call router can use customer information to route calls to the best person or department immediately.

Seamlessly synced systems

New Omni Channel Customer Service communications must be properly integrated as soon as they are added to the contact center. True omnichannel experiences cannot be produced by integrating certain channels but not others. In order to get the best omnichannel customer service experiences, integration must take place before a channel is introduced. The best contact center systems offer both pre-built connections and API integrations to seamlessly fit into your system.

Although adding omnichannel contact center platform features requires careful planning, the facts show that the work is worthwhile.
Omni Channel Customer Service Organizations who take quick action to implement the plan correctly and maintain it well will see immediate and noticeable benefits.

Centrevo gives you more than just BPO

Working with us means more than just a host of fully scalable and customisable solutions. It’s also about the time and resources that this union will save you. With less wasted time and money, you can refocus and retarget hours and resources into the areas of your business that need it most. When we’ve got your BPO 2.0 under control, you can get back to what you do best. What could be better than that?

To find out more about our solutions and how you can start working with us, please contact us using these details.

Telephone: +27 31 538 4858 | Email: info@centrevo.co.za
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