Offline and Online BPO

Offline and online BPO departments are about to come together! That is the picture that is emerging from the call centers across the world. Till very recently, you had the two different sections of the call center working as separate entities. They corresponded only through emails or reports. However, they had little or no cohesion as a team. As a result, there were plenty of loopholes that usually exist when there is lack of coordination between the two teams. The conversion of leads into sales was difficult to achieve because the online lead generation agents faced a sort of disconnect with the offline customer service.

In the new way of doing things, call center agents communicate with each other on a regular basis. This helps them understand what they are doing in the different corners of the BPO. Moreover, the integration of all call center services into a common platform has helped everyone in the team understand how things are going to be. They are now aware of the different functions that each of them has to play. With their individual roles well-etched out, they are more productive in the work that they do. In fact, they are surer of what they are contributing towards the BPO service.