The call center industry continues to grow and evolve each year as it tries to adapt to changes in technology and customer demands. This year, industry experts are expecting quite a few trends to take off in the industry and it would do well for call centers to take note of them. Here are 4 trends you should watch out for.
Customers use a variety of channels these days in order to communicate with a brand, especially with the continuous rise in mobile device usage. It is because of this that the demand for brands to be present in more than one channel has also increased.
In an interview for Smart Customer Service, Omer Minkara, Research Director of the Contact Center and Customer Experience Management at Aberdeen Group, said that he believes companies already understand the need for omni-channels and that 2015 will be the year when they will start to strategize on how to implement them.
Datamark, Inc., on the other hand, believes that although omni-channels are good, self-service is better. A survey by Sitel called Customer Relations Trends to Watch in 2014 seems to support this, citing that “83% of consumers said they would follow proactive notifications instruction, rather than call the contact center.”
Self-service options, such as visual IVR apps for tablets and phones, will allow customers to take care of issues by themselves, which will not only save time and money but prevent problems for everyone involved.
One of the problems call centers face is employee retention. In order to keep employees happy and motivated, more and more companies are now looking into gamification solutions that target how to reward employees based on productivity and sales.
According to Minkara, their research shows that “companies that do incorporate gamification within the contact center workforce optimization activities enjoy more than gains in agent productivity. They retain more of their high-performing agents year-over-year as they are more likely to foster employee engagement in the contact center.”
One of the most irritating customer service experiences involves having to be put on hold for more than a few minutes just to be able to talk to a representative. The 2014 State of Multichannel Customer Service Survey states that “41% of those surveyed said that getting their issues resolved quickly is the most important aspect of good customer service.”
Clearly, customers nowadays are increasingly becoming more impatient and prefer not to wait. This year, some experts believe that businesses will start to develop callback technologies that will enable customers to arrange for a callback instead of remaining on hold. Ideally, this should be made available not only through the company’s website but also through their mobile apps and social media sites.
These trends are expected to make a significant impact in the inbound call center industry worldwide. Contact centers who wish to stay ahead of the game must take into consideration how best to adapt these trends in order to provide better customer experience.
Having a reliable contact center is a vital aspect of a business regardless of the industry they belong to. It must have several communication channels where customers can freely address their concerns and queries regarding the company’s products and services. With our results-driven solutions, you can expect your contact center to deliver the best responses your clients are looking for. Learn more!