The present day workforce has grown immensely with the rapid rise in technology at every developmental level. It is natural that they would expect a technological shift from traditional working styles to a more flexible and relaxed environment. Customers are also conducting their business on-the-go to keep up with these changing trends.
Quite obviously, organizations are also looking to transform and optimize current call center operations to suit the needs of both employees and customers in order to reap long-term benefits and large profits.
Let’s take a look at some of the trends in call center outsourcing that will revolutionize the industry in 2016.
- Big Data and Call Center analytics
The best way to keep customers happy is to anticipate their needs and provide service accordingly. Call center analytics help large companies collect customer information through calls, chats, surveys, and billing systems. Thus, they can personalize the experience by reducing a customer’s time with the agent and providing solutions faster which leads to a positive interaction. Big data helps to deal with large databases of information that cannot be handled by traditional systems. With big data, we can improve both employee and customer experience, reduce costs, speed-up decision-making processes, and create new products and services.
- Digital Support over Traditional Voice Service
Over the years, voice-based support has observed a decline in call centers. Millennials prefer a digital interaction because they might be uncomfortable speaking to an agent. Digital mediums are easy to adapt and much more flexible to use than voice systems. Plus, a large number of people are more accustomed to using digital media than voice. Call centers can, therefore, leverage platforms such as email, chat, social media, and self-service portals to reach a broader customer base.
- Multiple Channel Support Round-the-Clock
Customer support is a job that has to be provided 24/7 because issues can arise anytime and anywhere. Large companies have customers all over the world working in different places and time zones. Customers who have to wait for an agent to begin their shift and attend to their queries will be frustrated and may choose another service provider. By providing support over multiple channels, businesses can improve their offerings and stay afloat in a competitive market. These channels include phone, email, IVR, SMS, social media, smartphone applications, video chat, Skype, and many others.
- Domestic Outsourcing
For economic reasons, call centers are outsourced to countries such as India and Philippines. Although both countries have a large non-native English-speaking population, there is a demand for more American-accented English and Latin American Spanish in call centers. It is also easier to work with companies who work in the same time zone and are geographically closer. Constraints such as language barriers, international law, and currency exchange are removed with domestic call center outsourcing. The company can now focus more on customer service than these restrictions while conducting business.
- Virtual Workforce on the Cloud with Mobile Cloud Computing (MCC)
It is no longer preferred to store customer and call center data on local systems. Since the workforce has moved on from company offices to cozy couches, accessing data from anywhere and any device is vital without compromising on security. Mobile Cloud Computing (MCC) architecture will remove data from mobile devices and store it on the cloud. This will allow you to access data easily which was not possible earlier. Employee satisfaction, productivity, and field service operations will greatly improve if call centers embrace cloud storage solutions.
- Work from Anywhere
Sitting in a standard office cubicle is not the preferred norm for today’s working populace. Not only is it monotonous, it is impractical also. Cloud-based software help employees manage operations remotely and deploy solutions quickly. A flexible workplace that can be carried to places such as home, hotels, and airports is one way to ensure high productivity. Organizations can also cut costs and invest more in the company because large office spaces will no longer be required.
- Improving Relationships with Vendors/Suppliers
Vendors are no longer the providers of technological needs that serve to fulfil temporary means of the organization. They are helping to streamline processes and making them become more efficient and thereby, reduce costs. Today, they are planners and advisers who work hand-in-hand with the management to approach long-term goals and develop outcome-based pricing models. Better relationships with vendors will lead to a better and more customer-centric service.
- Voice Biometrics
Traditional authentication systems involve pins and passwords to maintain customer data confidentiality. These methods are weak as professional hackers can easily crack these parameters and access user data. Moreover, customers can also forget their information requiring a reset which could take some time. A voice biometric is a voice print (similar to a fingerprint) that is unique to each customer. It is the numerical representation of a voice pattern which can be used to authenticate customers effectively. Employing voice biometrics can impose stringent security against identity theft by fraudsters.
Some of these solutions, such as big data and cloud storage, involve a lot of investment from the organization. Despite these initial drawbacks, organizations have more to gain from these trends. Increasing their customer reach, employee productivity, and reduction in costs are all part of the larger picture when adopting these trends in your call center.