Contact Center Transformation Services
Outsource contact center transformation services to accelerate speed, agility, and stakeholder value at just $8/hour.
Contact centers often operate on old systems that prevent companies from pursuing a connected, customer-centric strategy, and nested automation solutions increase inefficiency. Digital transformation—via cloud, AI, and analytics—is key to improving Customer Experience (CX) and reducing operational waste. It addresses challenges by enabling agents to create, anticipate, promote, and deliver great experiences that increase customer loyalty and turn customers into advocates of services. Data analytics helps map VOC (Voice of the Customer), boost First Call Resolution (FCR), and position your contact center as a value driver.
Transformation boosts CX and frees agents to focus on Critical-to-Quality (CTQs) elements by streamlining repetitive tasks. This capability uplift aligns with Lean Six Sigma’s approach to role redefinition and waste reduction. Our digital contact center transformation services include:
Contact Center Transformation Services We Offer
Contact center transformation not only helps optimize the customer experience but also enables your support staff to solve problems faster, giving them more time to focus on the most important issues. This type of skill conversion is widespread in digital transformation. This trend is emerging in the transformation of contact centers. Here, the technology is used to drive improvements in the operation of contact centers and is not seen in isolation but as part of an integrated and more uniform value proposition for the end-user. The services we offer include -
Contact Center Cloud Migration
To modernize operations for your contact center and upgrade with the latest technologies and solutions, switch to the power of the cloud and AI.
Business Services Support
We provide you with technology consulting, strategic consulting, support for all business needs that provide a positive experience to your customers.
Mobile Applications
To reduce customer service turnaround times and provide an enhanced experience and engagement to customers, we provide higher and superior mobile applications.
Contact Center Analytics
Utilize AI and ML to analyze VOC, agent Average Handling Time (AHT), sentiment, and FCR, transforming insights into actionable service improvements.
Knowledge Management and Agent Assistance
Our services provide agents with real-time knowledge base access, automated prompts, and AI-assisted Standard Operating Procedure (SOP) guidance.
Omnichannel Services
Flatworld Solutions provides omnichannel services and support in native languages by providing digital service in all the channels that your customers expect. Channels include messaging services like SMS, messenger, Facebook, WhatsApp, Twitter, and more.
Holistic Management
With Flatworld Solutions, omnichannel connections are managed using a holistic approach. We unify Workforce Management (WFM), Quality Assurance (QA), AI, and analytics across every channel to enable total CX oversight and operational alignment.
Conversational Chatbots, Social Media, AI
At Flatworld Solutions, we deploy intelligent chatbots and voicebots that deflect Tier-1 queries, reduce AHT, and integrate with human support when needed.
Phases of Contact Center Transformation
The greatest challenge is to make necessary changes to workflows, processes, and staff to function proficiently and competently in a transformed organization. -
There are 10 phases of contact center digital transformation -
Migration to Cloud
Putting contact center systems on the cloud frees IT Managers and operations to concentrate more on the core business goals. Migration to the cloud is the foundation of all the other phases of the transformation.
Work-from-home
Deciding what is the proportion of staff that will be working from home and establishing a work-from-home program for ongoing operations, business continuity, and disaster recovery.
Broadened the Contact Center Scope
Broadening the scope of the contact center by taking responsibility for other departments and their functions to assist customers and providing the best customer experience.
Consolidated Front and Back Offices
With new smart technologies, virtual agents, robotic automation, workflows, AI, and machine learning, the operating departments of the front and back office can be consolidated into one. This can improve the customer experience while ensuring employee engagement.
Modernized Policies and Processes
Contact center transformation can bring about reviews of existing policies and processes and eliminate the old and upgrade to new ones to enhance customer experience. To optimize customer and agent experience, contact centers need to update with new systems, applications, and channels.
Staff Skill Upgrade
Contact center transformation will lead to a skill upgrade of agents. The basic tasks of data retrieval, spell check, etc. will be eliminated and replaced by problem-solving skills, the ability to handle omnichannel interactions, and other high-level skills.
AI-enabled Applications
Regardless of the size, all contact centers, once transformed, will replace their old solutions and systems with intelligent AI-enabled applications. This will be cost-beneficial and will benefit the contact center in the long run.
Analytics Oriented
Contact center transformation will result in centers that are analytics-oriented. First contact resolution (FCR), revenue generation, average handling time (AHT), customer satisfaction, number of calls, calls on hold, calls transferred, timelines for emails, chats, agents' management scores, etc., can all be combined and reviewed from all perspectives.
Centralization, Optimization, and Automation
AI-enabled workflow solutions and machine learning capabilities enable contact centers to revamp numerous parts and aspects of the business. The continuous improvement of the process is the ultimate goal of doing what is best suited for the contact center.
Emphasis on the Customer
Contact center transformation is all about customer experience. All these phases mentioned above are intended to improve the overall customer experience.
Contact Center Transformation Services Process We Follow
When you outsource contact center transformation services to FWS, your brand reputation and customer satisfaction are in the safe hands of professionals.
Here is the roadmap created for businesses that define the contact center transformation strategy and process flow -
Vision
We align with key stakeholders to define CX goals, CTQs, and end-state vision.
Re-engineering
Once agreed and approved by stakeholders, we work on re-engineering the process and redo the operating model for the digital contact center transformation
Tech Architecture and Integration
Architect integrated platforms (cloud, Customer Relationship Management (CRM), WFM) to support the future-state model.
Investment
We provide a phased investment roadmap aligned with Return on Investment (ROI) targets to build a high-level investment plan.
Roadmap & Plan
We define a strategic roadmap for the deployment of the vision and creating a plan of action for the contact center transformation
End-user Journey
We ensure all plans are translated into processes that are easy to manage for customers and agents
Why Outsource Contact Center Transformation Services to Flatworld Solutions?
The digital transformation of contact centers goes beyond the operation of contact centers, as artificial intelligence automates tasks, improves accuracy, and provides executives with insightful and timely information. Contact center transformation is a key cornerstone of a company's digital transformation, as demonstrated by the ability to deliver competing goals, customer experiences, and costs. As a leading contact center transformation service provider, FWS excellently covers these areas in addition to offering a plethora of advantages to clients, which include -
Reduced Costs
Our clients realise 20–40% cost savings through cloud migration, automation, and Lean CX workflows.
Multichannel Assistance
We provide tailored multichannel experiences backed by Service Level Agreement (SLA)-driven support.
Integration of New Technologies
We ensure the information available through the different channels is the same and the operators have the same tools to work with, have access to the tools, and can perform the same operations as they did with the old systems.
Improved Contact Center Operations
Digital contact center transformation with Flatworld Solutions extends to contact center operations. Our solutions automate tasks, improve accuracy, and provide timely information.
Focused Approach
Flatworld Solutions drives measurable CX improvement using a CTQ-first, Lean Six Sigma methodology and customer-journey-centric framework.
24/7 Customer Support
For the best customer experience, choose our contact center transformation services. With our outsourcing solutions and our 24/7 agents service, you can extend your contact center transformation hours so that your clients get the support they need at any time of the day or night.
High Scalability
With the solutions provided by Flatworld Solutions, companies can flex the number of agents as per requirement. This will help manage the demand patterns and is an efficient way to manage growth.
Improved Customer Experience
Contact center transformation will provide more convenience for customers. This will provide 24/7 support through IVRs and AI-powered chatbots. This will customers check order status, account balances, and reschedule appointments, cancel orders, and change personal details.
Security Solutions
Leverage secure, compliant infrastructure (ISO/IEC 27001:2022) with identity management, logging, and encryption. It can be integrated into existing systems, software, and other existing technologies to enable you to deploy a comprehensive security architecture for your existing environment on the ground.
Other Services You Can Benefit From
Client Success Stories
Flatworld Provided Outbound Calling to an Event Management Firm to Confirm Attendee List
An event management firm from the US outsourced outbound calling by trusting our ability. We trained 15 agents to work on the attendee list. The operations were scaled and the project challenges were resolved deftly.
Read More
Flatworld provided Cold Calling Support to a Contract Research Organization
A contract research firm that specialized in safety and compliance of life sciences and food industry offshored cold calling support to capture the interest of prospects and turn them into warm leads.
Read More
Outsource Contact Center Transformation Services to Flatworld Solutions
For the past 20 years, we have helped leading companies across multiple industries address answering service and call center support requirements. Our comprehensive solutions are designed to improve FCR, reduce AHT, and enhance Customer Satisfaction Score (CSAT), while lowering operating costs.
Identification of VOC-driven use cases to improve CX and process efficiency.
AI-enabled automation and analytics to eliminate rework, reduce call volumes, and boost agent productivity
Flatworld Solutions is a leading contact center transformation service providing company that recognizes customer service representatives in contact centers who go above and beyond to provide a great experience for the customers. If you are looking for a reliable, trustworthy, and experienced contact center transformation company, then you are in the right place. Let’s design a digitally intelligent, omnichannel-ready, and customer-first contact center—one that strengthens brand loyalty and delivers measurable ROI.
Contact us now for a tailored proposal. Let’s transform your contact center—together.
Recognized by Clutch: Our Top Badges
Avail best-in-class services at affordable rates
WHAT WE DO IN CALL CENTER
Our Customers
Key Differentiators
Case Studies
-
Enhancing Customer Experience- The Power of Efficient e-Commerce Product Catalog Management
-
Flatworld Delivered Comprehensive Call Center Services to the Top Motorcycle Insurance Provider in the UK
-
Flatworld Solutions Delivered Cold Calling and Appointment Setting Services to a Serial US-based Entrepreneur
-
Flatworld Delivered CCTV Surveillance Services to an Aluminum Recycling Company in the US
-
Flatworld Delivered Virtual Assistant Services to an Autism Therapy Provider
USA
Flatworld Solutions
116 Village Blvd, Suite 200, Princeton, NJ 08540
PHILIPPINES
Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000
KSS Building, Buhangin Road Cor Olive Street, Davao City 8000
INDIA
Survey No.11, 3rd Floor, Indraprastha, Gubbi Cross, 81,
Hennur Bagalur Main Rd, Kuvempu Layout, Kothanur, Bengaluru, Karnataka 560077
