Outsourcing company functions or services to third parties has become a popular practice of companies, regardless of the industry or field. Call centre services are commonly outsourced for a number of reasons and there have been major developments and improvements to call centre services taking place in recent years thanks to the technology in use today. With latest technology, tools, and data analytics, call centre services are no longer what they used to be.
However, change and improvements don’t stop here and they will go on as there is so much more room for development in the industry. The main developments in 2020 cover various aspects of call centre outsource and these six call centre trends are bound to make an impact on the industry in 2020.
If you have been looking at the trend predictions for various industries, you may have noticed that the one thing all these lists have in common is Artificial Intelligence (AI). AI is the intelligence showed by machines and it is sometimes called machine intelligence.
When it comes to call centre services, chatbots are one of the best examples of the use of AI. Although they were introduced years ago, chatbots have now been fine-tuned to the extent that customers aren’t even aware that they are not talking to a real person. Instead, the technology used ensures customer service solutions are carried out smoothly, strengthening the relationship between the company and the customer.
AI-powered interactive voice response will only go on to improve inbound and outbound call centre services and it a trend that will make an impact in 2020.
Calling a customer service hotline is always a dreaded task as it is time-consuming. Often, you find yourself repeating the same thing over and over again to different channels. This frustrates the customer and companies may even lose customers due to this.
With omnichannel communication, customer data that has been stored can be easily accessed to know about past interactions between the customer and the company. Omnichannel communication can come in handy with inbound call centre services, whether it’s for customer service, help desk, or technical support.
It is also a useful tool in outbound call centre services and can be used to keep track of previous interactions with individuals as well as their responses. Whether for inbound or outbound call centre services, omnichannel communication not only saves time but makes the customer feel like extra effort is being taken when choosing call centre services.
Call centre services include direct data gathering services like surveys. However, other inbound call centre services, as well as outbound call centre services, can also be used to gather data. There is, however, no point if this data isn’t used as much as possible, which is why an analytics-driven business will have a huge impact on the sector in 2020.
While companies often save on costs, facilities, and resources by opting for customer service outsourcing, the outsourcing company too, may consider a remote workforce to reduce costs on overheads and office space. Cloud-based technology will be of use here as it can facilitate remote work in the call centre sector.
A number of surveys have pointed to the fact that customers themselves prefer self-assist tools like FAQs and tutorials over agent support. Rather than having an agent provide a solution, a customer may prefer to educate themselves on troubleshooting.
Thus, in 2020, more and more call centre services will boast of improved self-assist tools, which will be beneficial to customers but also outsourcing services as they can have a smaller agent base.
One of the top trends in call centre services that will make an impact this year is the implementation of call recall in order to increase savings. Technology will be used to filter out unwanted communications without it affecting service. It’s expected that call centres will use high-end message filtering technology to improve customer service.
From AI to omnichannel communication, there are a number of trends to look out for in 2020 and these trends are sure to have a huge impact on call centre services in the future.
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