Bright Pattern is one of the contact center industry’s most trusted solutions. For years, CSRs had to rely on bulky and aging infrastructure to complete calls with clients. This led to an increase in frustration levels on both ends of the phone call as representatives struggled to quickly and efficiently navigate the needs of the call and clients suffered. The relationship between customers and the brands they trust is crucial, yet this relationship is also incredibly delicate. This means that customer service implementations that improve the user experience are required in order to continuously serve the needs of those that your business aims to provide for.
It doesn’t matter what industry your brand operates within, the use of Bright Pattern technologies is a crucial plugin that shouldn’t be overlooked. Bright Pattern offers leading expertise in the implementation and use of cloud-based contact center software. Instead of building the central processing system and hefty infrastructure that was once required of a new calling outpost, businesses are now able to simply install the cloud system into their terminals and gain access to unplugged calling solutions that can be taken anywhere. The technology around us is changing at a rapid pace, and this means that call centers have to evolve as well. With Bright Pattern’s innovative solutions in the calling world, this is easier than ever before.
Calling is returning to the United States.
In recent years, calling centers have returned in large numbers to U.S. locations. This is because brands are prioritizing the user experience over the cost-cutting measures that sent these facilities overseas in the first place. A decade or two ago, brands were on the hunt for easy and effective ways to reduce their overheads, and moving calling operations to the Philippines, India, or Taiwan served this need. Yet, outsourced products are often less effective over the long run, even if they might be cheaper to operate.
Representatives that work for third-party operators don’t share the same passion or interest in providing a consistently high-quality experience for clients that a caller working directly under the umbrella of your brand will. This is natural, but the falloff from one side to the other has become too extreme for the appetites of many consumers all over the world, not just in the American markets. This has led to an influx of call center jobs in the United States as brands grapple with the need for increased customer service focus.
Calling requires flexibility in the modern world.
Many businesses simply reengaged the old infrastructure that was left from previous calling operations, and these businesses are feeling the heat in the present moment. Agile calling is a necessity during this time of increased panic over public health across the world. The coronavirus pandemic has created the need for mobile and flexible calling operators, and with the remote options that Bright Pattern solutions offer, this is a simple change that doesn’t have to be painful for the business or for callers themselves. CSRs are feeling the squeeze in the present time, but for brands that are ready to move work out of the main buildings themselves (such as those who have already implemented Bright Pattern software packages), the move is as simple as issuing company laptops to employees so that they can continue their important work from the comfort of their homes.
With the open platform design that Bright Pattern has established, building quality customer service is a given. Innovative companies are relying on these improvements in the technology that powers calling more and more, and you should make the switch to a Bright Pattern contact center as well.