The Call Centre industry is “evolving at a very rapid rate”, according to leading industry analyst Peter Ryan. “Whether it is new technologies, alternative points of delivery or taking on the growing multitude of channels needed to communicate with today’s mobile consumer, enterprises need reliability and quality,” he claims, whilst offering his predictions for 2017
1 Location and languages spoken will become less important
The rise of automation will see a change in how people interact with call centres. As computers and voice recognition continues to impress, new business models focussing this way will change current opinions and concepts on off-shore and nearshoring.
2 Central and Eastern Europe will provide huge UK opportunities
In the post-Brexit world, studies are already showing countries such as Romania and Poland are increasing as top outsourcing destinations, as the countries are building reputations for customer service and financial attractiveness.
3 Data Security is more important than ever
As technology becomes the backbone of the industry and payment options become quicker and easier, security has to keep up with the evolving world in order to prevent dangers such as data and identity theft.
4 The boom of Apps, Chatbots and Mobile
It is predicted that around 85% of customer interaction will be entirely automated by 2020, and the companies that can more quickly make that switch will be leading the pack.
5 The departure from traditional voice
In the world of instant messenger, digital interaction is becoming the communication of choice for younger generations. Call centres will need to open up more channels in order to appeal to as many customers as they can, including emails, live chat and a broader range of social media if they want to stay relevant with an increasingly tech-savvy customer base.