Learn the future of call centres!
Learn the future of call centres!
The business process outsourcing (BPO) industry has seen rapid growth in recent years. This growth can be attributed to the continuous demand for outsourced services and the expansion of operations to Asian countries like the Philippines and India.
In line with this growth, the industry is also seeing its fair share of innovation and change. Advancements in technology and the overall business landscape have galvanized outsourcing providers to adapt to these changes to provide better services and remain relevant.
In the coming years, industry veterans need to observe the emerging trends to stay ahead of the competition and create value for customers and clients alike.
Below are some upcoming developments the industry can expect:
● Chatbots
Addressing customer concerns in the digital age requires rapid responses or risk losing the customers’ trust and confidence in the brand. Chatbots, which operate on messaging platforms or built-in app sites, provides several opportunities for the industry.
A study shows that consumers prefer to use chatbots to receive quick answers in an emergency (37%), for resolving issues (35%) and making reservations (33%), among others.
Outsourcing providers can use this highly-customizable technology to address basic concerns consistently and positively, even across multiple and simultaneous conversations. This allows agents to focus more time and effort on complex issues that require human interaction.
● Better data analytics
Before the advent of data analytics, improving agent performance and customer satisfaction was left to guesswork and intuition. Data analytics was a game-changer, making adjustments more sustainable and consistent with the use of big data.
As data analytics tools become more sophisticated, it will be easier to collect data on average handling time, agent idle time, first call resolution, and more. Information, such as demographics and preferences, will be recorded to determine points of interest for service improvement and personalization on the client-side.
● Social media as a customer service platform
Social media has become a central part of the average person’s life. With 76% of consumers hoping for consistent experiences across multiple channels—web, social media, mobile, and in-person—and 73% likely to switch brands if that isn’t the case, it is clear that brands need to reach their customers where they already are.
The future of call centres and support providers lies in mastering the use of social media platforms to provide better, more personalized customer experiences. New customer support tools allow for multiplatform support in one dashboard, making it easier for agents to communicate consistently and on time.
● Artificial Intelligence
With the right application, artificial intelligence (AI) can be a powerful tool for call centers. AI and machine learning can be deployed to analyze complex conversations, pick out essential keywords, and utilize sentiment analysis to better manage calls.
Call centers that leverage this cutting-edge technology will get the chance to improve agent performance and efficiency, as well as guarantee customer satisfaction. Additionally, AI can be used to route calls to skilled agents at the right time, while real-time analysis puts learned data into immediate action.
To get a better understanding of these industry-changing trends, continue to the infographic below.
Author Bio: M. Alan Shapiro is the CEO of Executive Boutique Call Center, an outsource call center and BPO provider. Since 2008, he has helped his clients’ companies grow by providing them with high quality and reliable outsourcing services from their two offices in Cebu, Philippines. He spends his free time snowboarding, skiing, mountain biking, and gardening.
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