3 Crucial Call Center Trends for 2014

Customer satisfaction is one of the tenets and basic objectives of a call center. As times are changing, call center managers are being introduced to new and effective tools and software. Incorporating these tools in their operations management strategy can help them in staying ahead of the game and providing high-quality services to their clients. In the following points, we will take a look at the some important trends in the call center industry for 2014.

• Cloud-Based Infrastructure

A lot of call centers are in the process of incorporating cloud computing and cloud-based infrastructure in their operations. According to estimates, 50% of global 1000 companies will shift to storing the confidential information of their customers on the cloud. Apart from being cost-effective, cloud-based infrastructure can prove to be beneficial in disaster recovery. A report by Aberdeen Group found that call centers which are cloud-based had a 36% less downtime and interruption. The call center services industry has adapted to cloud-based infrastructure, and this trend is expected to accelerate in 2014.

• Social Media Platforms

“This call might be recorded for quality and training purposes.” Well, today it is not only the contact centers that are monitoring their calls, customers too expect high-quality and quick service from agents; and, if they are not really amused with their customer service experience, they soon go on to tell the world about it through social media platforms. A study conducted by Society of New Communications Research (SCNR) a few years ago found that about 60% of the respondents admitted to “venting” their frustrating customer service experiences on the social media websites. Considering the fact that a majority of internet users today make a buying decision after checking the credentials and reviews of companies online, it becomes highly imperative for contact center managers to factor in the impact of social media feedback. As more and more people are getting introduced to mobile internet, social media will continue to be an important aspect for contact centers in 2014.

• Multiple Avenues for Self-Service Portals

Interactive Voice Response (IVR) has been a primary self-service portal for contact centers for a long time now. IVR was touted to have numerous benefits, and for a long time, it did streamline the customer service process. Contact center representatives could focus on more complex tasks while general queries and purchases were done over the IVR. However, as numerous studies have pointed out, IVR is fast becoming a tedious and time-consuming option for consumers who are on the go. Armed with smartphones running on 4G, consumers today want quick and impromptu solutions for their needs, which IVR has not been able to cater to. In the times to come, contact center managers will need to focus on providing multiple avenues of self-service portals to the customers. Mobile-enabled web chat, social media engagement, and scheduled callbacks will play an increasing role in 2014.

These were some trends that every call center manager should pay attention to in 2014. As the technological innovation brings about new tools and software, the landscape in the call center industry has changed for sure. As a contact center owner, you need to leverage the upcoming tools to your best advantage.