Business Process Outsourcing – 360 Degree View
The term «360 degree view» has been coined by the business process outsourcing companies. It is generally related to customer interaction and has been in use over the years.
The concept of «360 degree view» has been in existence for a long time, in the business process outsourcing industry. But many are still not familiar with the concept or its application. Experts opine that whenever a customer calls up an organization, it is important for the agent attending the call, to be well-informed about the customer. The information acts as a guide to the agents in maximizing their experience. At the same, a rich customer database also enhances the effectiveness of the agent’s interaction with the customer. «360 degree view» allows the agent to make each interaction as fresh as possible. It causes the agents to avoid the repetition of information and, to establish context and initiate desired actions.
Viewing the history of the customer is also a part of the concept. «360 degree view» considers the views regarding the future, past and present of customer interactions. A lucid view of customer history should include the history of interaction in all channels, process history, campaign activity, policy or product activity. The present view will depict the key information of the customer and the call context as well. The future view is related to the initiatives that can be taken for guiding the customer relationship. The proper activation of «360 degree view» takes place only when the agent is able to relate the acquired information with the customer’s needs and incorporate it as required. The agents should be very much aware of as to what to apply, and when to apply.
«360 degree view» can take business process outsourcing a long way, if applied properly. Quick and easy access to detailed information about the customer helps the agent to act immediately and with efficiency. The agent does not need to make the caller wait for a very long time. As a result, the call resolution improves leading to enhanced sales conversions. The best part is that, no costly server-ride solution is required to merge customer data in to «360 degree view». The solution adds efficiency to customer service and back office operations as well. It ensures compliance, reduces training time for the new agents and lowers down the level of attrition. The solution is a requisite for every call center company to initiate proper flow of business operations.
«360 degree view» is an effective solution for increasing revenue generation in the business process outsourcing market. The solution allows the agent to have all the required customer information at his finger tips. He can use this information as the knowledge base for providing appropriate answers to the customers’ questions. With more of such solutions entering the scene, work has become simpler for the call center employees. They can modify the customer interaction in their desired way, to get the best of results. After all, customer satisfaction forms the core of the business process outsourcing companies, and this is the only tool they can use for increasing sales leads. «360 degree view» acts as platform for the agents to keep up to the requirements of their customers, for better business.