Industries | BPO
BPO Contact Centre
Powerful scripting and analytics that links multiple systems together and dynamically manages the customer journey
How we help the Business Process Outsourcing
(BPO) industry
For outsourced contact centres, the right technology is vital to delivering excellent customer service and supporting agents through easy call navigation. Awaken Scripting and Awaken Conversations provides dynamic call scripting, intelligent agent guidance, speech analytics and voice analytics to effectively influence the customer journey and provide agents with the information they need, exactly when they need it.
Many outsourced contact centres have already decided on a permanent move to hybrid and remote working. But with this transition comes a responsibility for contact centre leaders to find ways to help their agents adapt to this new way of working.
Platforms need to have the innovation and functionality to alleviate agent pressure, maintain compliance standards and enable exceptional customer service.
Why work with Awaken?
Reduce training time
Intelligent guidance means agents need less training time and instantly become experts on every single customer call
Reduce handling times
Cost-per-call is kept in check by allowing the scripting process to lead every customer interaction
Consistent customer experience
Information displayed to the agent changes depending on what the customer is asking. Agents are able to navigate complex processes at any point
Join 100s of leading BPOs already using Awaken to deliver a better service
CASE STUDY
Improving BPO Contact Centre Efficiency
Aquarius – Scotland’s first home-worker-based call centre
Founded by Roddy Forfar in 2009, Aquarius was Scotland’s first home worker-based call centre. Aquarius’ team of 25 handle up to 1,000 customer calls and emails each day. Campaigns vary from housing associations to railway companies and accident repair providers to name a few, across the UK. While the customer engagement varies from business to business the scenario often involves having to escalate or triage different contractors to resolve the customer query.
The challenge
While mobilising workforces has been a sudden, enforced step for many businesses, there are some early adopters for whom this has always been the norm. Aquarius, recognised over a decade ago what some companies are only now realising – that people can meet their KPIs and deliver outstanding results – all from their homes. But to do this effectively and efficiently, they needed the right technology in place to support them.
As an innovative business who embraced home-working long before many others had even considered it, Aquarius needed technology that would be an enabler of great service, not an obstacle. In addition to that, it was also really important to Aquarius that the platforms they used were ones that would support agents who were working remotely to help them navigate easily through calls.
Roddy explained: “Running a business and delivering on over 250 client campaigns with many remote workers requires several crucial elements. Firstly, your people are very different to those you find in a traditional call centre and it’s important to get these hires right. You need to recruit people that want to work from home and want the flexibility. They need to be self-starters who won’t miss the buzz of a call centre. We strive to ensure that every person at Aquarius has everything needed to work remotely, not only from a health and safety point of view, but also the right technology. We represent the customer experience (CX) for every single client and as such, we need to have the right technology to support our staff and provide a seamless journey for their end users.”
“Aquarius, recognised over a decade ago that people can meet their KPIs and deliver outstanding results – all from their homes. As an innovative business who embraced home-working long before many others had even considered it, Aquarius needed technology that would be an enabler of great service, not an obstacle.”
The solution
To support Aquarius and their home-working contact centre teams, we implemented our Awaken Scripting product, Synergy. Awaken Scripting provides call scripting and intelligent agent guidance to dynamically manage the customer journey.
By guiding the agent and by linking multiple systems together, this intuitive, powerful and agile solution reduces call lengths and improves customer service as it seamlessly pulls the right information from any system, exactly when the agent needs it.
Awaken Scripting allowed for the rapid development and deployment of scripts / guides to give agents everything they needed to allow them to focus on the customer, rather than on what to say or do next. If Aquarius identified improvements they wanted to make, they were able do this easily without the need for IT developers. Awaken Scripting empowered Aquarius to dynamically manage the customer journey while guiding their agents and linking multiple systems together.
With Awaken Scripting, any improvements that need to be made can be implemented easily and without the need for developers. Thanks to the overall flexibility and performance of the platform, customer issues are quickly dealt with, processes are easily followed, the agent feels supported and confident and leaders have the ability to make quick changes to the scripting and guidance options.
“Awaken Scripting allows for the rapid development and deployment of scripts / guides to give agents everything they need to allow them to focus on the customer, rather than on what to say or do next.”
The results
“Awaken Intelligence have always been my partner of choice when it comes to call scripting, email integration and dispatch intelligence. They have been with us since we established the business and we utilise Synergy in the creation of 300+ scripts for our customers every day. When you have tight SLAs to meet you need to have a phenomenal and dynamic web-based scripting platform that the entire business can rely on 24/7,” commented Roddy.
“When you have tight SLAs to meet you need to have a phenomenal scripting platform.”
The benefits
When asked about the benefits of working with Synergy, Roddy told us: “It’s a seamless bit of workflow that help us to all meet our SLAs while ensuring that the customer data is accurately shared in one hit, rather than having to re-enter multiple times across a variety of disparate systems – which would cause a huge problem and dramatically slow down the resolution time.”
“There are many challenges placed on businesses at this time and where customers continue to demand even more, we’re able to intelligently remove many of the stresses and worries that they and the organisations servicing them are experiencing. There’s no doubt that Awaken’s technology plays a crucial role in driving a frictionless and timely resolution too much of the support we provide,” Roddy concluded.
“Where customers continue to demand even more, we’re able to intelligently remove many of the stresses and worries that they are experiencing.”
How do speech analytics and voice analytics help BPO contact centres?
With Awaken Conversations, BPOs can see the complete picture for their contact centre and evaluate its performance by uncovering the true voice of the customer and agents.
Using voice analytics and speech analytics, Awaken Conversations automatically captures every call, email and social message, so that you can understand how your customers and agents are feeling in the moment, easily identifying improvements to enable you to increase the performance of your contact centre. Awaken Conversations helps you to understand the valuable context behind your customer call metrics, providing an easy way to reduce unnecessary calls, and make a great impression on your customers on every single call.
“With Awaken Conversations, BPOs can see the complete picture for their contact centre.”
Meet SLAs every time.
Awaken helps leading BPOs to deliver a better service to their customers.
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