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Topics: Call Centers

Picture a typical call center. You’re likely imagining rows upon rows of customer service representatives with headsets answering customer calls and resolving customer complaints as the phones light up and ring off the hook. 

Although call centers have evolved a lot from that snapshot, good customer service isn’t going anywhere anytime soon. In this article we outline the future of the call center.

What Will Tomorrow’s Call Center Look Like?

While some people believe “the call center” is a dated form of customer care, the reality is call centers aren’t going away. After all, good customer service is more important to consumers than ever before, so you can easily imagine call centers are becoming more important to businesses’ customer service operations. 

Call centers aren’t disappearing. Rather, they’re evolving. In the 21st century, call centers have already morphed into “contact centers,” which feature reps interacting with customers through a variety of communication methods. As more communication methods develop, you can bet that call centers will adopt an even greater variety of communication tools.

The Center in the Cloud

Technology is responsible for many of the changes in communication over the past few decades. Rapid advances have seen people adopt smartphones and other mobile devices en masse. Preferences about communication methods—such as a text and chat—have also shifted. 

Another big shift has been in the collection and storage of data and even how services are delivered. Cloud computing’s the new norm, and the call center is yet another place where the cloud is now a staple of everyday operations. Cloud storage makes it easier than ever for companies to have multiple locations operating in sync, accessing the same database, and using the same data.

Expanding Services

Call centers are often envisioned as passive places, where reps wait around for customers to call in with a problem or complaint. While many call center services do focus on inbound contact, initiated by the customer, there are also many other services wrapped up in these contact centers.

As customers become less willing to reach out to companies, outbound services have become more popular. These services ensure brands interact with even the most reluctant of customers. Other services include strategic planning and similar offerings, which can help a firm serve up a better, more effective customer experience.

More Flexibility

As the world of business becomes ever-more competitive, firms need to be nimbler—and they’ll want their service providers to match that flexibility as well. Expect to see call center services become more flexible and scalable as both firms and providers work to meet the needs of the market in the most efficient manner possible.

More Personalization

Call centers collect a lot of data about your customers. Big Data has allowed companies to put that kind of information to work. Data mining will continue to grow as firms work to create more personalized interactions with their customers.

Using call center data also gives businesses clearer ideas about where markets may be headed and about what their customers not only want, but what they demand as well.

More Central to Operations

As more firms realize how important customer expectations, experiences, and feedback are, you can expect the call center to occupy a more central role in almost every business’s strategy. As delivering an exceptional customer experience becomes the focus for businesses, the call center will become increasingly important to meeting expectations and delivering service.

It’s clear: Call centersaren’t going anywhere, at least not as long as good customer service is important to businesses. What will happen is evolution, as the call center grows and changes to better serve both organizations and their customers.

How Call Center Technology Is Evolving

Mike Nolet

Mike Nolet

Mike is the senior vice president of Bill Gosling Outsourcing’s North American operations. He has been leading the operations teams since 2011, bringing over 20 years of previous experience to the team. Mike is a core contributor towards the company’s corporate strategic planning. Since joining Bill Gosling Outsourcing, he has been a driving force behind growth, process improvement, and implementing positive change within the organization. Mike is also a wine aficionado.

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