With the introduction of automated tools and technologies, the call center industry has added a new dimension in today’s date. However, not every contact center proves to be effective in all aspects.
An effective call center is one that can deliver quality support to the customers and generate positive customer experiences in no time. However, to create a happy customer base with a positive CX, BPO companies in the United States need to follow the market trends.
Does your contact center act in accordance with the latest customer support trends?
Keep reading to understand the newest trends that can actually help you to make the best decision when you are looking for an ideal call center service.
An insight into the call center trends 2022
The call center industry has evolved a lot in the past few years. The recent study states that the contact centers are now more attentive towards building efficiency. And also saving dollars while improving customer experiences. Instead of following the old school methodologies, they are incorporating new emerging technologies like artificial intelligence to excel in their performances and meet customer expectations.
Likewise, the industry has brought numerous changes in itself. Probably, the trends listed below will give you a better understanding.
Top 4 trends a call center should follow.
Digital-first customer interactions:
Companies are outsourcing customer support services to a third party in order to improve their effectiveness and gain high customer satisfaction. Their primary objective is to drive customer engagement through personalized and frictionless customer experiences. The call centers supporting digital-first customer interactions turn out to be the most appropriate customer support partner for them.
Digital-first contact centers get the opportunity to predict calls and schedule the agents accordingly. They provide omnichannel support to businesses looking for customer services across various communication channels. They adopt new quality standards and optimize their agent performances in order to deliver the best customer support solution. Therefore, it is not wrong to say that the digital-first BPO companies in United States are likely to enrich their services and benefit the businesses eventually.
Self-service should be given the top priority:
Today’s generation does not like to keep themselves waiting, no matter what the reason is. Even if you follow your customers, they love to help themselves through mobile, web, text messages, and so on. According to the Nextiva report, 60% of US customers seek automated self-service over a website or mobile app to simplify customer support process. 30% of them stated that they get strongly frustrated when they are unable to reach a real customer support assistant. This leads to poor customer satisfaction and, of course, bad customer experience. A significant rise in customer self-service in order to overcome this challenge.
While you look for an ideal customer support service, make sure you prioritize this feature to meet your customer expectations.
Adopting call center automation software for augmentation:
As per Ameyo report 2016, it was predicted that by the year 2020, 85% of customer service interactions would be automated. Surprisingly, RPA automation tools and AI technologies have contributed a lot to this industry.
According to Allied Market Research, the global call center AI market size was valued at $959.80 million in 2020 and is expected to hit the market at $9949.61 million by 2030. The expected CAGR is 26.3%.
All thanks to the exciting benefits that encourage call centers to pay more attention to automation. They leverage AI tools to reduce the burden of performing monotonous and complex activities, streamline the internal process, and increase work efficiency and speed. The adoption of emerging technologies and automation software thus helps a lot in augmenting customer services.
Prioritizing constant analysis for greater customer insights:
Customer insights enable the call center agents to understand the customer behavior, their demands, priorities, and many more. The more the customer support agents have detailed knowledge about the customers, the better they can assist the customers and meet their expectations without any delay.
Besides offering instant solutions to the concerns, customer analytics help provide more personalized and relevant interaction. The increased use of real-time analytics aids the agents in improving communication and building a strong customer-business relationship.
Know whether your global call center agents follow this technique before outsourcing your customer support services to them.
The call center industry is changing every day with the inception of new tools and technologies. Therefore, it is imperative to have a clear idea of the ongoing trends and determine the future of customer service. Once you have clarity, it becomes easier to make a productive decision and witness significant growth.
Reach out to a global call center service provider that follows the newest call center trends and outsource customer support services for your organization.