The call center industry spends hundreds of billions of dollars each year to stay competitive and ahead of the game. A lot of organizations are looking to hire the services of call centers with the number increasing each year.
So what are some of the hottest trends in 2017 that call centers are following?
Use of Big Data Analytics
There was a time when the call center would heavily rely on the skills of the call center agent to get the most productivity. However, thanks to the big data analytics, the business already knows where the company is heading. There is a collection of data including SMS, screen recordings, and more to get feedback about agents. The use of multi-channel call centers helps improve the overall productivity and improves the business efficiency.
Contact Center in Cloud
The adoption of cloud communications is no longer considered an unnecessary expense. Many call centers already view cloud as an integral part of their communication strategy. The increase in remote call agents makes cloud communications an essential part of the business. The use of cloud-based connections makes it easy to take the business to other locations. It is not necessary for the industry to quickly switch to cloud. Some business organizations are also using hybrid options to change as it gradually. It helps substantially reduce additional infrastructural investments.
Increase in Use of Smartphones
More people are switching to smartphones for many of the tasks they used to do on their PCs. Therefore, businesses are concerned about delivering premium quality customer service on the mobile devices. It is typically more related to the ecommerce businesses where customers have started shopping via their smartphones or by using live chat support. There is a definite increase in the number of customers making purchases using their smartphones. Therefore, there is a high need for call centers to offer an integrated customer support experience on mobile.
You never know where your customer will ask a question or complain about an issue. However, what you can do is integrate Omni-channel communications. Earlier, it was not easy to track customer responses. Thanks to the integrated communications, now you can see and respond to the messages by customers all at one place. Thus, the use of Omni-channel lets you keep an eye on all the communications, hence ensuring ultimate customer experience.
Rise in Use of Self-Service Option
Many customers are trying to help themselves instead of relying on a company. However, only few call contact centers can take advantage of this new trend. The overall user experience for self-service mechanisms is so weak that customers cannot go a long way. Therefore, to help increase productivity, customers should be given seamless processes to resolve their problems by themselves. Call center industry experts believe more of the customers will be using a self-service mechanism to overcome the issues they face.