Unearthing the Hype around Trends in Call Center Outsourcing Services

The world of call center outsourcing services is always evolving. Everyone is looking to find new ways to improve the way call center operates. Cloud-based call centers, Omni channel call centers, AI-based call centers; there is an endless supply of buzz words around Internet with claims that range from believable to extraordinarily farfetched. But, for those who are actually looking to enhance the quality of their already-operational call centers, the situation is not amusing and hence, needs to be dissected. So, below is an analysis that tries to paint the true picture of current trends.

Analyzing the Popular Trends

Call center analytics: The analysis must start from the real difference maker – Analytics. Call center analytics have been part of operations for long but they have evolved considerably over the last few years. In the past, call center managers used to analyze the reports generated every month to understand how customers were responding to the services delivered. 

While this method was useful, it was based on human intelligence that varied from manager to manager. So, the results of analysis were there to see for all, but they never really painted the true picture of what was going on. But nowadays, Customer Relationship Management tools have evolved considerably and serve as the perfect place to integrate computer-based intelligence that goes by the name of Artificial Intelligence (AI). AI can help detect customer emotions, analyze speech patterns and the most important of all – predict customer behavior across all channels i.e. call center, chat, email and social media. It is the ease with which it provides trustworthy insights that makes it a true innovation and a must-have feature for every call center outsourcing company.

Cloud-based call centers – Cloud allows call center agents to provide their services from just about anywhere. There is no need to sit at a particular location. All you need is a centralized cloud platform that routes the call and manages call records, reporting, KPIs etc. Although cloud-based call centers provide more flexibility, they are not everyone’s cup of tea. Data security is the primary concern for many and over-dependence on technology is a major deterrent for several others. So, call center outsourcing services that are based on the cloud evoke mixed reactions and should be chosen if you are absolutely sure about the integrity of call center outsourcing company that you are working with.

Omni channel call centers – Omni channel call centers, better known as contact centers, are a recent innovation that have gained popularity in the past few years. The main reason for their rise in stock can be attributed to the evolution of social media platforms and different call center channels like email and chat. These call centers work on the philosophy that when customers make contacts through different channels, they expect a 360-degree experience i.e. they anticipate you would have knowledge of their past interactions with the system regardless of their current mode of communication.

As millennials form a major chunk of customers using different modes of communications, Omni channel contact centers have become a necessity in the call center world. Also, it makes sense for business owners to invest in an Omni channel call center as it allows them to address an issue quickly. For example, if a customer is angry and displays his anger on Twitter, a contact center agent would be able to pacify him and solve the problem there and then before it has a negative impact on other Twitter users.