Every good business thrives on phenomenal customer service experience, but did you know how many business ignore that and that the true cost of poor customer service is over $41 billion per year? Wow, obviously that’s a huge number to ignore. But here’s Top 10 Call Center technology trends of 2016 that can make a difference.
We are in the second half of 2016 and in this age, every good business understands that its imperative to lead from the front and make an impact by delivering impeccable customer service experiences for the customers.
Zendesk, recently reported that almost 82% of customers completely ignored doing any business with a company because of bad customer service experience. That’s a strong statement on how powerful a good customer service experience is.
Call centres and BPOs are among the top recruiting and employment hubs of developing nations, hiring mostly fresh graduates. And the abundance of call centers only proves the fact that they are an integral part of the global service market today.
You ask, why is this the case? Well this is because of the following two main reasons:
- First, call centers have revolutionized product marketing and advertising by adopting a focused approach and aggressive promotion.
- And second, they have started offering good exposure to business and opportunities for the upcoming employees and providing a decent pay. Not surprising, call center jobs are pretty popular among the youth.
Check out these Top Ten latest call center technology trends of the year that are shaping the present and future of this important market and there are a few key upcoming players who are understanding these approaches better than others and taking a lead. Well, without further breaks, here are the top ten trends:
1.) Following a mobile centric approach:
Most people today own a smartphone; this is why call centers have now become more mobile centric, offering FAQs and survey questions for getting feedback from customers. They even use e-mails, text messages, or social networking sites to amplify their conversion rates. Adopting a smartphone centric approach earns them a larger audience and better earning opportunities.
2.) Introducing the “virtual hold” feature
Often customers had to wait for operator to pick up their calls, this led to a lot of discomfort and dissatisfaction. This is why many call centers have launched a new “virtual hold” feature that allows customers to request a call back from the queue. It shows that the call center service provider values the customer’s time.
3.) Adopting a bi-modal approach:
A major drawback in call centers is the extra cost of international calls and the stagnant operation. To meet this challenge, many call centers have adopted a bi-modal approach to tackle customers and promote their product.
An innovative and hassle free solution, the bi-modal technique allows greater flexibility of action and cuts considerably on the costs. Call centers are planning on outsourcing work thereby cutting costs and saving time.
4.) Switching over to a digital voice based service:
Earlier, call center had people responding to queries and complaints whenever a seeker dialed the customer care number; now there’s get a digitally programmed voice instructing caller to solve his/her problems.
With ever expanding databases of known issues and their resolutions, call centers can significantly improve service delivery, and cut down on operational costs by leveraging digital voice based problem management.
5.) Big data and call center analysis:
An important aspect of call center industry growth tracking and anticipation, call center analysis is all about knowing the customer better. This is achieved by creating reports and conducting surveys researching about the customer preferences; this R & D activity is necessary to determine the current trends and predict the future market changes.
This analysis clubs together the chats, billing info, call records of the customers and helps call centers develop customized or personalized schemes.
6.) Round the clock support:
Call centers have now spread out globally and need to be on the alert every time a customer calls or has a problem with the product or service. This 24*7 customer support increases customer satisfaction and goodwill of the company.
Also it enables easy and quick fixes to all customer grievances. Call centers have even moved on to a multi-channel network enhancing the flexibility of operation. The multiple media adopted by calls centers are:
- Smart phones
- Social networking sites
- Live video chats
7.) A cloud based computing system:
Working at call centers involves dealing with loads of data and switching over to millions of customer names and details. This poses serious storage issues as not all databases are vast and dynamic so as to support a growing call center’s data requirements.
This is where cloud storage comes into the picture; you can transfer your data onto the cloud and easily retrieve information from there in case your database crashes. Efficient and fast, it ensures smooth management of resources.
8.) Better security with voiced based bio-metrics:
Gone are the days when passwords and locks could secure your data from the hackers and viruses lurking out in the virtual world. Call centers have a lot of confidential customer information, that if hacked, can cause some serious troubles for the company.
Just passwords are no longer safe; naturally, call centers have switched over to something more reliable. Voice recognition and bio-metric security prevent unauthorized access completely securing the data.
9.) Engaging emails:
Most promotional emails look very formal and at times unappealing; this bores the reader who doesn’t really go through the entire message before dropping it in the spam or trash folder. This has led to a loss of potential customers and profits.
The year 2016 has witnessed a major change though; the promotional content is more engaging and attractive full of vibrant images and even informative videos successfully promoting the content. For call centers looking to venture into email marketing, this is one key lesson to learn.
10.) Customer self-service:
The customers will be given the freedom to solve their own problems at their own pace instead of an operator hurrying through the instruction. The digital voice over and FAQs are getting better at solving customer issues.
Early adopters are already leveraging the benefits of this digital transformation, bagging better and more voluminous contracts from the big players. If you manage a call center and need to grow your business, consider investing in technologies that help you deliver self-service options to callers.
Recently, Harvard Business Review reported that 57% of customers try to resolve an issue by first visiting the company’s website, however, due to a poor user experience, are forced to dial into their call center to get answers.
Based on Forrester’s research, they found that at least 45% of customers will abandon an online purchase if they can’t quickly find answers to their questions. This provides a tremendous opportunity to companies to ensure that they are available and present to help their potential customers with answers and instant resolutions.
Having a good contact and customer service center could increase sales since customers would get their questions answered immediately and in 2016, any company who follows the latest trends in technology and business will realize that having a good partnership with a professional call center could become a worthy and profitable investment.