Bright Pattern is pleased to announce the availability of new features to help business process outsourcers (BPOs) communicate better with their clients: limited view, web-based wall boards for clients and recording and transcript review by a BPO client.
The wallboards increase transparency of a BPO for a client by offering a real-time view into operations carried out for that client. The wallboards extend the functionality of individual performance dashboards and supervisor real-time displays already available to agents and supervisors using the Bright Pattern cloud contact center solution. The wallboards allow BPO to tailor the view to client-specific services, KPIs and teams and present up-to-the-minute information in real-time to their clients over the web.
The recording and transcript review feature extends the transparency of a BPO by providing its clients with the means to assess a quality of service firsthand by spot-checking any recording or text transcript made when providing service to the client’s customer. In addition, the client can grade the recordings and transcripts together with BPO supervisors, and receive scheduled reports with grade averages over email along with other important key performance indicators such as service levels, handling times, and post-transactional customer satisfaction survey results.
“Openness is extremely important for a BPO,” said Konstantin Kishinsky, CEO of Bright Pattern. “Our BPO customers are providing services to their client’s customers, and any information about how these services are provided reduces client anxiety and increases trust, ultimately leading to better business relationships,” he continued.