The document discusses how customer service is evolving due to more communication channels, higher expectations, and an expectation that customer service will drive business results. It suggests that customer service organizations determine customer intent, obtain additional information from the customer, and communicate resolutions by integrating with core business systems. The document also examines how agents spend their time on tasks like editing orders, handling payment issues, processing refunds and returns, and responding to info requests. It proposes automating routine support issues and improving agent performance through proactive and continued support.

1. The mechanization of everything
BPO INDUSTRY

2. Customer Service is rapidly
evolving.
More channels
Higher consumer
expectations
Expectation for support to
be a business driver
Customer Service
in the Relationship
Economy

3. BPO
Determine Customer
Intent
Ask the customer for
more
information
Pull relevant
information for
business systems
Communicate the
decision to
the customer
How Human Agents Spend Their Time

4. BPO
Edit order
status
02
Payment issue
01
Refund request
03 Returns
04
Info request
05

5. BPO
Integrate with
core business
systems
Automate the
right support
issues
Improve agent
performance
Quick-win strategy
for customer
service
Introduce
proactive
&
continue
support

6. BPO
Timely
problem
solving
Speak Send Emails
Revert back

7. BPO
Solving the massive email customer service
problem
Call up the Customer and solve the
problem

8. BPO
Introduce
proactive support Text
1 Leverage Quality to
resolve the right
issues
2 Every problems to
be resolved in time
3 Give yourself an Authority
via Integrations
4 Measure customers like a
Business

9. BPO
2
1
3
4
5
7
8
6
Greet
02
Listen
03
Note
04
Take time
05
Call
01
Revert
08
Solve
07
Escalate
06

10. Thank You