| The term "360 degree view" has been coined by the | | | | apply, and when to apply. |
| business process outsourcing companies. It is generally | | | | "360 degree view" can take business process |
| related to customer interaction and has been in use | | | | outsourcing a long way, if applied properly. Quick and |
| over the years. | | | | easy access to detailed information about the |
| The concept of "360 degree view" has been in | | | | customer helps the agent to act immediately and with |
| existence for a long time, in the business process | | | | efficiency. The agent does not need to make the |
| outsourcing industry. But many are still not familiar with | | | | caller wait for a very long time. As a result, the call |
| the concept or its application. Experts opine that | | | | resolution improves leading to enhanced sales |
| whenever a customer calls up an organization, it is | | | | conversions. The best part is that, no costly server-ride |
| important for the agent attending the call, to be | | | | solution is required to merge customer data in to "360 |
| well-informed about the customer. The information | | | | degree view". The solution adds efficiency to |
| acts as a guide to the agents in maximizing their | | | | customer service and back office operations as well. It |
| experience. At the same, a rich customer database | | | | ensures compliance, reduces training time for the new |
| also enhances the effectiveness of the agent's | | | | agents and lowers down the level of attrition. The |
| interaction with the customer. "360 degree view" | | | | solution is a requisite for every call center company to |
| allows the agent to make each interaction as fresh as | | | | initiate proper flow of business operations. |
| possible. It causes the agents to avoid the repetition of | | | | "360 degree view" is an effective solution for |
| information and, to establish context and initiate desired | | | | increasing revenue generation in the business process |
| actions. | | | | outsourcing market. The solution allows the agent to |
| Viewing the history of the customer is also a part of | | | | have all the required customer information at his finger |
| the concept. "360 degree view" considers the views | | | | tips. He can use this information as the knowledge |
| regarding the future, past and present of customer | | | | base for providing appropriate answers to the |
| interactions. A lucid view of customer history should | | | | customers' questions. With more of such solutions |
| include the history of interaction in all channels, process | | | | entering the scene, work has become simpler for the |
| history, campaign activity, policy or product activity. The | | | | call center employees. They can modify the customer |
| present view will depict the key information of the | | | | interaction in their desired way, to get the best of |
| customer and the call context as well. The future view | | | | results. After all, customer satisfaction forms the core |
| is related to the initiatives that can be taken for guiding | | | | of the business process outsourcing companies, and |
| the customer relationship. The proper activation of | | | | this is the only tool they can use for increasing sales |
| "360 degree view" takes place only when the agent is | | | | leads. "360 degree view" acts as platform for the |
| able to relate the acquired information with the | | | | agents to keep up to the requirements of their |
| customer's needs and incorporate it as required. The | | | | customers, for better business. |
| agents should be very much aware of as to what to | | | | |