While enquiring about travel information you may hear automated voice reading your sixteen-digit credit card number in sixteen different tunes. The Economic Times predicts it may become the biggest threat to the $8.4 billion outsourcing industry. Globally, behemoths like Convergys, Ford Motors, GlaxoSmithkline, Deutsche Telecom, Amtrax, Coca-Cola, Bank of America are using virtual representatives (v-reps) for taking calls from customers. V-reps are no human being rather they are automated online personalities who are programmed to answer basic customer queries via two away natural language dialogues.
Virtual representatives are faster and more accurate than alternative channels. Ford has been using such service for last two years.
» Virtual Representatives will Hurt Customer Satisfaction from CallCenterScript
Krissy of BPO Tiger discusses virtual representatives being the biggest threat to the outsourcing industry. Companies have started this a few years back and now one of the largest call centers, Convergys will be utilizing a mix of human interacti... [Read More]
Tracked on: December 30, 2006 1:48 PM | Permalink to Trackback