Upcoming Call Centre Trends to Watch Out For In 2017

Upcoming Call Centre Trends to Watch Out For In 2017

There is no denial to the fact that 2016 brought in a roller coaster ride for call centres. Right from cloud communications to virtual agents, previous year was all about the social media and new modes of communication. This year is turning out to be the year of innovations and better analytics. There are multiple trends which are sizzling in the world of call centres in 2017.

Some of the most influential trends for this year have been highlighted below.

Better call centres analytics:
The time when supervisor used to manage call centre agents are long gone. Today is the time of smart analytics which are helping businesses in gaining true feedback for agents. Analytics program help in delivering huge data and statistical numbers which are really helpful in stating the exact position of agents as well as customers. Techniques which help in monitoring real-time information are the future of call centres and they are empowering companies in implementing unified communication programs.

Omni-channel communication:
The hot trend of past years, Omni-channel, has managed to stay in vogue this year as well. With the emergence of multiple channels of communications, businesses are equipping themselves in order to provide customers the same level of service across different mediums. This has caused a sensation as customers don’t have to restrict themselves to one medium. Right from call centres to live chats, customers can begin with one channel, gain insights from another and can end up closing their deal from a completely different medium and that too seamlessly.

Robust methods to measure customer satisfaction:
If a company wants to take a reality check, then its customer satisfaction levels are the best way to present the correct picture. The amount of satisfaction which is reaped by customers post their interaction with call centres is a key determinant which helps in highlighting the reality of situation. Irrespective of the measurements being used by the business, it is important to ensure favourable a pleasant experiences for customers across multiple mediums. Digital tools are so widely available. Adequate usage of them can help companies in integrating their communications systems.

Emergence of remote call centres agents:
This is surely going to bring a revolution in the world of call centres. Right from lower overheads to flexible working hours, remote call centres agents are providing a win-win situation for both the company and themselves. Thanks to the unification of cloud communications, they have become an indispensable part of the call centre system. Today’s technologies are working in their favour and are assisting them in multiple ways to increase the efficiency levels. Real-time analytics is also available along with other competent tools which helps organisations in keeping track of things.

Cloud will increase manifolds:
There is no denial to the fact that cloud call centres are the future of the business world. A recent study emphasized on the future of this as they concluded that this industry will grow by three times by 2021. Companies are realising the importance of this and are moving towards gaining its support. Apart from boosting the overall efficiency levels, the advantages of global scalability and increased data security cannot be neglected.

Trends come and go but some are here to stay. The technological world is advancing at a great pace and its impact can be witnessed on best call centres as well. Times are changing and new things are coming up that are helping businesses immensely in simplifying their business operations and fostering transparency. The call centre industry is facing a paradigm shift and is witnessing a major transformation in almost all the avenues of its operations. Aforementioned trends have casted an impression on the call centres till now. What needs to be seen is their influence in the coming times.