Traditionally, call center agents are the be all end all provider of customer service. But, today that's gradually changing because of technological advancements. These three emerging trends in telecom services outsourcing will never replace the need for human agents, but they can enhance the customer experience and hasten the process to find better and faster solutions to problems.
Hybrid Sourcing: Outsourcing and Shared Services Combined
The concept of a hybrid sourcing model is nothing new. But, the practice is often misunderstood as the parallel use of two providers: one that provides BPO services and another that serves as a captive shared services center. That's not a hybrid model, but rather a mixed utilization of two different sourcing models.
The business process outsourcing industry is reaching maturity in some markets and still gaining ground in others. Wherever you decide to outsource, however, will not be a problem. You can easily adapt to changes in the global market through hybridization or the integration of two outsourcing models into one service provider.
Rather than allowing your teams to work in silos, why not integrate their work into one system? Utilize each team's strengths as cogs in a powerful game-changing machinery to compensate for their weaknesses in some areas. A case in point is the outsourcing of accounting and recruitment processes to call centers that also provide customer care and tech support services.
One team takes care of checking and classifying resumes while another team handles the video interviews and a third team administers the screening exams of qualified job candidates.
Meanwhile, another team from the same provider works as an extension of the client's accounting department handling the collections and payments for the same company. All of these teams can be housed in one location along with an on-site managerial team that regularly sends reports to clients abroad.
A hybrid sourcing study by Capgemini in 2014 revealed that "92% of finance and accounting and 73% of HR processes are predestined for hybrid sourcing." By combining the best of both models, telecom companies can respond to their customers' needs faster and with greater flexibility than with either approach to outsourcing. A hybrid sourcing model also assures operational resiliency and better leverage for investments in productivity, technology, knowledge, and capabilities.
Using Cloud-based Solutions in Telecoms Outsourcing
Cloud computing has changed the outsourcing landscape in significant ways. For one, it's made the job of managing data and monitoring network activity easier for the service provider and the telecom company. While it made outsourced telecom teams more agile, it also put pressure on outsourcing companies to provide better I.T. infrastructure for their clients and upgrade the skills of their employees.
This is actually a good thing.
Companies benefit more from working with outsourcing providers with enhanced technological capabilities. The integration of cloud-based solutions to their workflow has several advantages. IT management is minimal and maintenance costs are low. It offers flexibility and scalability. Agents can work remotely and external investment on new hardware systems is not necessary.
Integrating RPA into Telecom Business Process Outsourcing
DXC technology estimates that Robotic Process Automation or RPA software typically deliver 25% to 45% cost savings and payback periods are measured in weeks rather than months or years. While this looks like an opportunity for companies to automate routine work -- and thereby displace workers who used to perform those routine jobs -- it's actually a great opportunity to teach these workers how to automate processes using RPA.
RPA is here to stay. Aside from savings, companies that integrate RPA into their outsourcing strategy can repeat the immediate benefits. DXC noted that RPA utilization can lead to "an immediate increase in process efficiency, accuracy, compliance and speed of completion - all while removing manual errors and increasing customer satisfaction."
These next-generation strategies in outsourcing will determine how telecommunications will develop in the future. Technology and humanity are getting closer to a point of singularity. And, support for these end-users whether in human form or through artificial technology will be vital in the future. Thus, customer support services and the business process outsourcing industry as a whole will never become obsolete.