Enhancing BPO Services through the Synergy of AR and VR Technologies

Imagine a customer who’s struggling to assemble a product. What if the support agent could see the problem through their eyes or offer pinpoint, step-by-step guidance using immersive visuals? Welcome to the future of business process outsourcing, powered by AR and VR!

 AR (Augmented Reality) and VR (Virtual Reality) are transformative & revolutionary technologies. A $40 billion industry, VR and AR are innovating how companies operate and interact. The BPO industry, a cornerstone of the global economy, is among those that have begun to adopt AR and VR in a bid to augment operations and services.

 But how exactly do virtual and augmented reality work together to enhance BPO processes? This article explores all of that by first taking a quick look at the key features of AR & VR.

A Bit about VR & AR

Virtual and augmented reality are extensions of extended reality, a computer science domain that’s changing the way we perceive & interact with the world.

Virtual Reality → VR uses best-in-class hardware and cutting-edge graphics rendering systems to create virtual simulations. Users find themselves immersed completely in a 3D-rendered world with which they can interact seamlessly.

Augmented Reality → AR systems produce an enhanced, interactive version of real-world surroundings. Using holographic technology, these systems overlay digital elements onto physical space, providing innovative & highly effective ways of visualizing scenarios and perceiving & solving problems. 

For BPO services, AR and VR provide an array of advantages that are second to none.

How AR & VR are Transforming BPO Services Together?

The integration of AR and VR into those services, as well as a BPO’s internal processes, is bringing forth a drastic digital transformation.

1.   Enhanced Customer Support

VR and AR enable support teams to step into a customer’s shoes and look at problems from their perspective. 

●     Remote Assistance using AR – BPO teams can use AR systems to overlay real-time step-by-step instructions via a corresponding user application.

●     Immersive Demonstrations with VR - Customer support teams can also use VR systems to simulate the client’s environment, visualize the problem scenario, and provide pinpoint resolutions.

  2.   Real-Time Troubleshooting

AR and VR are enabling BPO companies to provide onsite technical guidance in real-time. 

●     AR-assisted On-Job Assistance - Support teams can provide remote guidance to onsite workers/clients through an AR system in real-time. Augmented reality projects live instructions and varied kinds of visual cues onto a physical environment.

●     VR-powered Problem Simulation - For more complex scenarios, BPO companies can use VR to simulate real-world situations and prepare their support teams accordingly.

 3.   Immersive Training Procedures

The synergy of AR & VR enables easy simulation of customer interactions, mimicking real-life problem scenarios and providing interactive instructions during training sessions. Together, they are reducing the learning curve for BPO trainees rapidly, ensuring optimal onboarding for everyone.

●     Scenario Simulation -VR modules simulate stressful scenarios such as high numbers of escalated calls,  urgent & complex troubleshooting requirements, etc. Trainees get to experience everything in real time, thereby gaining a deeper understanding of both situations and their resolutions.

 ●     Live Guidance -AR learning modules go one step further by allowing instructors to interact & guide trainees through live sessions. Systems provide data overlays and visual prompts on physical spaces/real-life situations and even provide analytical insights on performance.

4.   Boosting Operational Efficiency

Augmented and virtual reality are playing key roles in optimizing BPO operations by streamlining and optimizing processes unlike anything before. 

●     Remote Collaboration – Teams across multiple locations can work together in virtual environments where they can exchange data & collaborate on solving problems in real-time.

 ●     Improved Efficiency - AR modules can save time & effort by streamlining tedious back-office processes such as data entry, document processing, error detection, and more.

In Conclusion…

Augmented and virtual reality are leading proponents of digital transformation today. Their synergy is changing business landscapes utterly, and the BPO industry is a prime example of such change. From elevating customer & process support to levelling up employee training and optimizing operational efficiency, VR and AR are helping BPOs deliver excellence in every regard.

In these times of uncertainty, technologies like AR and VR may very well provide the edge that business process outsourcing services need to evolve & succeed.

Article Author

Partho Das

Director

Partho Das is an accomplished Tele Sales & BPO consultant with over 20 years’ experience in the telecom, finance, publication, dth, fund raising and software marketing. Partho is currently CEO of Okay Call Centre, a Tele Sales & BPO company. He has been a pillar in developing Okay Call Centre over the past 20 years. Partho earned his MBA and CFA from Icfaian Busienss School and had been a National Scholar at graduation Level.