Contact centers have evolved greatly since their humble beginnings. Starting out as simple call centers handling strictly incoming calls and inquiries, to then expanding into outgoing communication and sales, to the multi-faceted contact centers known today. As both technology and the business world advance, contact centers have also grown and adapted to anticipate the needs of their clients.
With the business and the world landscape experiencing such a dramatic shift in the last year, it has allowed many to project upcoming trends that will define the future of outsourced call centers. Never before has the world had to make such significant changes in such a short period of time. The circumstances opened up everyone’s eyes to the future, and how best to prepare for it.
Moving forward, experts in the field are finding there are three trends that are helping to shape the future of outsourced call centers.
Call Centers Will Transition From Transactional to Experiential – Though the trend has started to move in this direction for some time, moving forward this will be the focus even more. Customers no longer base their opinion and value of a company or brand solely on the items they sell or the services they provide. Brand value is now being determined through every interaction and contact point a customer has with a company. This not only includes the actual purchasing experience, but the ease of receiving information, and the social media interaction as well. All of these factors have the potential to alter the perception of your company, and how you value your customers. Contact centers will largely focus on a more personalized experience when it comes to the overall customer experience.
There Will Be a Growth in Stay at Home Agents – This has especially been the case throughout much of 2020, and will definitely continue to be the trend in the years to come. Due to our adaptability, Global Response was able to mobilize and move a majority of our brand specialists to home offices, all while still being able to perform their job without restrictions. Many companies are beginning to see innovative outsourced call centers making the most of this situation, and leveraging the power of stay-at-home specialists.
Cloud-Based Technologies Will Be The Standard – This trend almost goes hand in hand with more agents working from home. By moving technology and systems to a cloud-based server, brand specialists have the ability to access platforms and software from any location. No longer being tied to a physical location opens up possibilities that may not have been there in the past. Cloud-based systems make it possible to expand on the productivity and effectiveness of your business processes. Cloud computing offers benefits like constantly updated technology, limited downtime, and improved security measures.
Global Response constantly works to stay at the forefront of industry trends in order to offer our clients and their customers the best experience possible. If 2020 taught us anything, it is that both adaptability and stability are the keys to success and growth. At Global Response, while we believe that preparation is key, we also pride ourselves on being highly adaptable and flexible. As such, we are able to adjust our workflows as necessary in order to be able to continue to support our clients in any circumstances, giving our clients peace of mind, even in uncertain times.
While it is not possible to predict the future, it is important to be as prepared as possible to ensure success, growth, and longevity. By being aware of future trends, and anticipating the changing needs of our clients and their customers, the brand specialists at Global Response can ensure success on every level.