Experts predict that call center outsourcing services will continue at a fast pace in 2014. However, customer demands will change, thereby forcing call centers to come up with new service delivery mechanisms. With communication channels improving and expanding, phone calls and emails will no longer be the only means used to help customers. Customers of today want to engage with companies via social media and messaging apps.
It’s time your company started reaching out to customers in the way that they prefer and keep up with the latest call center trends. Otherwise you would not only run the risk of missing your boat, but you may also lose out on valuable customers.
The following five trends in customer support deserve your immediate attention:
1. IVR with voice analytics
Over the last few decades, call centers have be effectively using IVR (intelligent voice response) systems to accurately route calls to the right help desk, where they can help themselves through automated instructions or reach out to an agent. Now with the coming of voice analytics, the interest of the caller can be gauged and then connected to the right department. Voice analytics also has the ability to ascertain the mood of the caller. An irritated customer can now be quickly routed to an experienced executive who can address the problem.
2. Intelligent call backs
This is an emerging call center trend that is gaining vast popularity. For example, you are a regular shopper at a specific store and you only buy certain types of products. However, you ignore the perfume section. Back-end analytics will reveal this and the store will send out a customized offer via email/phone with a special discount on perfumes. You may end up buying the product or at least you will be aware of their perfumes. Another tactic that stores use is to put out a discount on the things that you have put into your wishlist. Call centers of today are investing in such high-end analytics to help out their customers.
3. Video chats
Video chats will make a bid difference to technically-challenged customers, who require full services. Video chats are also of great help, when you buy a DIY product, but need assistance in putting it together. However, this facility will cost more and would require extensive bandwidth and other infrastructure requirements. At the same time, video chats can help you save a considerable sum of travel time and money for your engineers.
4. Freelance agents
With the emergence of smartphones and tablets, call centers of today need not necessarily house hundreds of agents only in one location. Work that is not very critical can be sent to freelance agents who work out of their homes. However, security and privacy concerns will have to sorted out by the company.
5. The cloud
Call centers of today can drastically reduce their cost by buying or renting software and other such infrastructure from the cloud. It is a win-win situation, as the savings can be passed on to the customers. With cloud technologies maturing and stabilizing, more and more existing call center companies may make the shift.
You can expect a very exciting year ahead for your call center. Remember to invest on analytics, as this will play a pivotal role in moving your company to the center stage.
Read more about how Flatworld’s call center services can help you make an impact on your customers.
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