Regardless of whether a business is small-scale or large-scale, managing operations is always a challenge.
Every business has to try and stay ahead of its competition.
While larger businesses often have dedicated sectors looking into operations, for relatively smaller scale businesses, technology is the saviour when it comes to managing the business in the market.
Call center software integrates Business Process Management or BPM into small and medium scale businesses, allowing them their own space to compete and run their operations successfully.
In this article, we will highlight the benefits that Business Process Management tools offer.
We will also explore how they can be used to provide call center solutions that are more efficient, more productive and allow for better quality of service.
1. Improves business agility. The business should incorporate swift changes in its system to keep pace with the changing market dynamics.
A Business Process Management software would allow managers to pause an action, evaluate alternatives, make changes and then re-implement it without affecting other spheres of the operation.
This improves agility and keeps the business flowing.
2. Greater control for customization. BPM gives managers a whole lot of options they can execute, and provides different scenarios to give them an insight into the possible consequences of choosing one over the other.
This gives them the freedom to customize according to their specific requirements, and produce a better overall result.
3. Maximize process visibility. BPM makes it possible for processes to be automated.
This allows managers to keep a track of real-time performance and observes on how the processes function without any human interference.
This enhanced transparency gives them the opportunity to gain better understanding of the processes and implement changes accordingly.
4. Improve decision making strategies. With maximized process visibility comes the opportunity to take better and more logical decisions with reference to any changes that needs to be made or any under-performing areas that needs to be addressed.
Automated process can allow a simulation of real-time scenario, so managers can take more efficient decisions and create strategies before they are actually deployed.
5. Clarity of roles. In a digitized business, you can clearly define the roles and responsibilities of every component and stick to it during the operations.
Differentiated modules of a BPM help call centers organize both their technological as well as human workforce in a more coordinated and clear manner.
This ensures that the flow of control progresses smoothly and business can go on without unexpected roadblocks.
6. Enhance knowledge retention. The BPM would gradually keep building a repository of knowledge as it collects more and more data.
Not only is this data helpful to direct the call center employees to organize their work, it is also the base for future decisions and projections made by the software.
Operations get more and more efficient as the system keeps learning from more data and enhances its own knowledge retention.
7. Standardized and stable procedures. The BPM caters not only to internal workings but also weighs it against standards across the industry.
This ensures that your company does not fall behind its competitors on any key metric without the managers being informed of it.
This also means that the organization works without sudden drops in productivity owing to market changes and makes the entire process more stable.
8. Improves quality assurance. BPM performs quality assurance proactively and regularly.
It sets testing phases to determine the standards of operations and maps it against previous company results as well as current industry results to gauge its relative improvement and status in the market.
By doing so, it ensures that the service being provided is up to the target levels.
9. Increases employee satisfaction. Employees are given a boost by the presence of a business management tool that can achieve comprehensive data analysis, mark key performance indicators, automate repetitive processes and collect data efficiently.
This helps them do their job better and consequently keeps them more satisfied, making it less likely for the company to experience high attrition rates.
10. Better organizational learning. BPM makes use of nimble processes which respond better to organizational learning.
With modules that take care of process management individually and collectively, rule management protocols and automated systems, it helps to create tools that fit themselves according to the requirement in the organization without external intervention.
11. Promote dynamic strategies. Rarely, a business strategy is set in stone in the entire duration of the process.
Different circumstances warrant changes to initial, results of a phase dictate the strategy that follows, etc.
In such situations, BPM comes in very handy because it allows easy shift of strategies without hampering the current workflow. Dynamic strategies allows the business plan to be far more responsive and efficient in the long run.
12. Better scope of flexibility. Companies are increasingly demanding ultra-flexible plans which can take into effect all the possible outcomes and then modify themselves accordingly.
BPM offers the best scope of flexibility for SME’s so that they can study the market and react promptly to any change that come about.
13. Greater communication between departments. A BPM encompasses all departments and echelons of the business.
This ensures that different sections of the business are in constant communication with each other, which in turn allows employees to look at the broader picture for any given problem and cook up a solution that takes care of the concerns of every field involved.
14. Collaborative workspaces. For small and medium scale enterprises, the lines between different sectors and departments are often blurred.
A BPM allows people from different background to work in collaboration, bringing in their own unique ideas and seeing things from their points of view.
The software can use these varying insights to build a model that addresses every avenue of the problem.
15. Helps cut costs. Proper use of the right BPM tools can massively trim down the operational costs associated with the business.
The productivity of the workforce is increased which in turn means that the agents have more time and resources at their disposal to deal with the same set of problems.
By using automated systems, BPM also removes bottlenecks that hamper smooth workflow and hence save costs in eradicating those problems.
16. Handles inventory and tracking. The BPM tracks task progress with reference to the duties assigned to the employees.
It also has the record of inventory, bearing knowledge of goods in store, sales made, required orders, processing details, stocks, etc.
The system also reports in regular intervals for managers to keep track of their business essentials. Thus, any anomaly can immediately be addressed, before it causes too much damage.
17. Integrates seamlessly with other software.
The Business Process Management works integrated with existing software, such as any other call center troubleshooting modules or user interface.
It is easy to operate, easy to comprehend and provides a host of features that are customizable as well as flexible in terms of their operations.
This helps the company move ahead with the existing plans and implement the BPM simultaneously.
18. Improves customer experience. The ultimate goal of the BPM is to improve customer experience.
It does so through a combination of several factors, such as keeping a public repository of knowledge for reference, providing automated help systems, quality assurance, ensuring stable service and proactive reporting.
All of this makes the customers’ life easier and keeps them satisfied.
19. More efficient troubleshooting. Because the BPM works on the basis of data, it has collected, it provides more efficient troubleshooting.
In case a fault is detected, the system is able to back-propagate to its root cause, identify the issue and provide an alternative to it, so that the same problem does not crop up at the second time.
20. Data-driven service modules. Service modules interact directly with the customer, so they need to be explanatory, personalized and comprehensive.
Data-driven modules take into account each specific customer – their likes and dislikes, past recorded behaviour, buying history and personal data to draw a more personalized line of conversation, which is likely to be more effective.
21. Brings in higher revenues. A BPM tool involves allocating the resources in such a manner as to reduce wastage as much as possible.
It also means that customers are likely to get the products and services that they require in the shortest possible time, thus driving up rates of sales, increasing the market demand and bringing in improvements in terms of the revenue generated.
22. Provides structure to organizational process. For a lot of SME’s, the entire operation is either semi-structured or poorly structured.
They require a set of protocols to be put in place, so that their productivity can increase.
BPM does just that, by enforcing strategies that encompass every department and take into account the efficiency of every step of the process. This provides the necessary structure to the process.
23. Better economic and legal compliance. BPM practices help the company stay informed of their compliance duties.
These could be in terms of financial reports that require vetting and filing, labor laws that needs to be kept in mind, governmental regulations that needs to be followed or the legality in terms of gathering and storing data, keeping eyes on competitors, manipulating the market, sales and transactions, etc.
24. Keeps data secured. Security is a matter of prime importance for SME’s because breaches could absolutely destroy their business.
Using BPM, these companies are able to guarantee the security of data, especially sensitive data pertaining to their customers.
Keeping data secured also ensures that the company can keep the trust of their customers, and can build modules without the threat of exposure.
25. Automatic update of metric reports. The BPM takes into account the key performance indicators that the company judges its performance by, and keeps an account of every employee in terms of those metrics.
It monitors the actions of agents and updates metric reports based on the effects of those actions, thus allowing managers to get a clearer picture of the performance of their employees in real time.
26. Identifies best fit conditions through conditional learning. When the system encounters a foreign situation, it takes decisions based on the data it has collected and notes the consequences of those decisions, trying to achieve better results in the next iteration and so on.
Through this process of continuous learning, it eventually arrives at the best solution for any given category of problems.
27. Improves business value.
According to AIIM research, companies that implement BPM benefit as much as 41% more compared to the ones who do not.
In addition, the same reports reinforce that BPM massively helps interpersonal and interdepartmental collaboration (62%) and greater organizational agility (33%) thus increasing business value by a significant margin.
28. Coordinate the functioning of staff. Staffing, scheduling, task assignment and target setting are essential functions for smaller enterprises to get right, because every employee’s actions have a greater bearing on the fate of the business.
BPM organizes all of these factors and provides protocol that gives the most efficient pathway for agents and for the business as a whole.
29. Apply IT solutions directly to business processes. There is often a disconnect between proposed IT solutions and their on-ground implementation for a business.
A BPM bridges the gap between these two worlds by carrying out analysis of business problems in a technical setting, figuring out appropriate solutions and then directly applying them in the strategy-making part of the business.
30. Implement prompt response to challenges.
Automated systems provide efficient and prompt response to unfavorable situations because they simulate the consequence of an action and then decide the best fit algorithm to counter the problem.
Owing to the processing power these systems possess, this function can take place rapidly and problems can be countered far more promptly than it would if human intervention was required.
Thus, we can see how crucial role call center software solutions such as a Business Process Management system plays, especially for SME’s.
Companies that use this technology are more likely to create their own niche in the market and grow their user base.
Tools like BPM can be easily integrated with the best call center software, making it an even more potent resource to expand the business.
The benefits mentioned in this article would go a long way in ensuring your company is able to provide the best telemarketing software solutions available in the market.