One of the things that you have to realise about life is that it evolves and changes over time. This can apply to so many things, including a variety of businesses. One industry that has seen some changes of late are call centres, but why are they evolving, and what changes are happening?
Why are call centres changing?
The main reason that call centres are changing is that the customers who rely on their service have different values, views and needs. Consumers want to be able to access support for their issues at times that might not necessarily be the norm, and they want a quick response, particularly if they deem their issue to be something that needs resolving fast.
All of these things come together to create a different expectation for the service call centres provide, which has meant that the call centres have had to change how they offer their service.
What are the main changes that are happening?
The differences that can be seen in call centres now with how they used to be will really depend on the industry it works in and the level of support it offers to those who call in.
Some are bringing in IVR Systems, although these are not necessarily a brand new function. IVR systems are the ones that you will hear when you are asked to “press 1 for customer service” or “press 2 for payments.” This functionality is down to IVR systems.
Some people can find the nature of this system frustrating. The main thing to keep in mind is that they are there to help filter calls into the right areas of the call centre. This means operatives can help customers in a more timely fashion.
Another automated feature that many call centres are bringing in of late is chatbots. Chatbots are AI-driven virtual agents, which allow for 24/7 customer support—all without you having to actually have people on the end of the phone.
Sure, they are not the same as having a real person on the end of a phone, but as a live chat function, they can prove to be incredibly useful. They can understand a human conversation and can, in turn, show intelligent behaviour as if they were a person on the other end of the chat.
Finally, there has definitely been a drive to ensure that staff members working within the call centre have expertise in the industry that they are working in. This either means that you need to hire those who are already within the industry. Or, if this is not possible, ensure you provide adequate training to them to help improve their skills.
We are sure that call centre trends will change and develop over time, and we are looking forward to seeing what happens in the future and how call centres can continue to ensure that they provide customers with the service they require.