Bpo and Customer Services
NPK’s BPO division represents one of our most significant strategic
business extensions and investments to date. The focus and commitment to
BPO is based around NPK’s global client base and relationships, related
technology domain expertise (such as CRM/ ERP/ SCM/ Imaging/
Workflow), and relevant industry practices (such as Financial Services,
Retail, and Telecom)
Since the objective of BPO services is to provide risk mitigated,
high-quality service, the focus of NPK’s BPO services strategy was:
1. Enhanced Delivery Infrastructure.
2. Service Delivery Excellence.
3. Customer Relationship Management.
Customer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps. An advantage with automated means is an increased ability to provide service 24-hours a day, which can, at least, be a complement to customer service by persons.
An increasingly popular type of automated customer service is conducted through artificial intelligence (“AI”). The customer benefit of AI is the feel for chatting with a live agent through improved speech technologies while giving customers the self-service benefit. Another example of automated customer service is by touch-tone phone, which usually involves IVR (Interactive Voice Response) a main menu and the use of the keypad as options (e.g., “Press 1 for English, Press 2 for Spanish”, etc.).However, in the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. arena.”