5 Contact Centre Trends You Need to Know
Contact Centres – The Core Of Customer Service
As business environment evolves, so does the need of every companies. There are some significant shifts in how companies view their call centre unit and this is brought forth by both the demand change in customers and technology advancement.
In this post, we will explore these trends and how they are driving changes in present contact centres.
1. Emerging generation Y and their demands
Gen-Y, typically refers to a demographic aged between 20 – 35 or born between 1980 and the end of 1994.
Commonly known as the Millenials, they are the “pioneer” generation to grow up with a computer. This brought upon a generation of most tech savvy customers that businesses needs to deal with.
When faced with questions or problems, a Millenial will intuitively turn to search engine or social media to search for their information. They prefer self-serving as they prefer instant “gratification” and not having to wait too long for a response. Therefore, if they happen to contact a call centre, naturally, they will expect and demand prompt and quality service.
This customer-driven trend is driving businesses to be agile and adaptable in the user experience they offer, like high availability (some call centres operate 24/7), multi-channels across platforms, including social media (e.g. FB messenger). If possible, provide them with self-service options whenever possible.
2. From “Cost Centre” to Revenue Generator
In the past, call centre was always seen as a liability to the entire business that eats into the bottom line of the P & L.
Businesses are now starting to learn that call centre is very much closely tied to driving revenue, placing them into a multi-channeled customer path to purchase. A good customer service is a key driver in a consumer decision making process. For example, inbound sale enquires can be the first touch point of a customer’s path to purchase.
Call centre also carries out key role in both the up-selling and cross-selling aspect of the sales process.
3. The Blurring Line Between Inbound and Outbound Call Centre
The line between inbound and outbound call centre is blurring. Previously a very clear segmented structure has since become blended together.
Customer service representative can both make and receive calls. The challenges here are optimising their productivity and utilising this new approach to boost customer satisfaction.
With technologies advancement, call centre technology like predictive dialer can enhance productivity of each representatives. With the software algorithm, the waiting time of each call can be minimized and ensure the best possible customer experience and enhance productivity.
4. Unified Suites of Call Centre Solutions
Communication channels have since expand outside of a typical telephony call. Customers are now expecting responses from brands on social media platforms like Facebook, Instagram and Twitter etc.
This leads to an increasing need for technology to unify them. This enable companies to spend less time managing multiple solutions and platforms. An efficient unified call centre solutions, can increase the ease of use and lower the total cost of ownership for businesses.
5. Introducing CCaaS, Contact Centre as a service
With cloud computing gaining tractions and increasing adoption rate in organisations, it is not surprising that businesses are shifting towards a cloud based call centre setup.
The flexibility offered by a cloud based service helps companies to balance customer experience with costs. Cloud solutions give organization the flexibility to deploy the solutions at ease and in a short time frame.
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