CIO OPINION
Many companies have done the maths and realised the value of outsourcing their contact centres to specialist business process outsourcing ( BPO ) companies . These customer service specialists eat , breathe and sleep the complex world of contact centre management .
They specialise in handling the complexity of aligning technology with business processes and human capability . They assure the client of key service outcomes while they worry about delivering these outcomes – the noise of hiring , training , managing , retraining , coaching and quality-assuring huge numbers of human agents across multiple locations . compliant way , handing this problem over to a specialist partner makes sense .
By outsourcing the build , deployment and on-going management of your virtual agent , you can be assured that more of your customer queries will get effectively resolved via any digital channel at a lower cost than your current unassisted and assisted channels .
You don ’ t need to worry about which software they use , or what version it is on . Or how to keep it up to date across multiple channels when rules keep changing . Your specialist partner takes care of that . You just focus on your business .
The same applies to digital self-service . Not only do you require specialised technologies , not simple extensions of CX platforms , but you also require specialised skills . Given the shortage of senior AI skills , something which is a particularly big problem in South Africa , plus the complexity of ensuring your virtual agent effectively resolves significant query volumes unassisted in a consistent and
As more and more companies realise the severe limitations of their ‘ cheap-as-chips ’ chatbot technology and are forced to acknowledge that automating complex , regulated queries is a lot more complicated than initially thought , they may increasingly look to partner with specialists who can assure them of their desired service outcome without them having to experience the pain required to deliver it . p
40 INTELLIGENTCIO AFRICA www . intelligentcio . com