Top 5 Contact Centre Trends

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Rodrick Vandenberg Rodrick Vandenberg

Every year the call centre business has developed new trends to meet every customers’ needs and challenges. After all, the customer is always right, no? Well, in many cases they aren’t and may need additional help to get around to where they want to be. For example, a product they just purchased was defective, so they call the manufacturing company’s customer service phone number.

In today’s technology-filled society, the customer may face an automated response bot that asks them questions prior to transferring them to an actual human agent. The agent can ask for the person to send a video or image of the product so they can proceed to refund the client. In other cases, they may use social media to contact customer service. People have different styles of handling their problems, and it’s up to the companies to establish the means or tools to reach them and provide the best service they possibly can. Here are five contact call centre trends that customers may face more regularly.

1. Using 1-800 numbers so clients can easily remember them

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When it comes to phone numbers, we can only remember a select group of them—our parents, spouses, and maybe our best friends. We may prefer to send them a text message instead of dialing their cellphone number because it’s easier. Likewise, customer service phone numbers should be easy to remember. This is why many companies are opting to use the 1-800 prefix for an 1800 number as their business phone number.

A number like 1-800-FLOWERS is easier to remember than 1-800-356-9377. More companies and small businesses are latching onto this trend because it’s a more convenient way for their customers or potential customers to reach them with inquiries. They can dial this toll-free number from their landlines or mobile devices from any place in the world, even outside business hours.

With 1300EZYCALL, you can request your own toll-free number or international toll-free number, which includes upgradeable features like 24/7 access, unlimited re-direction charges, and caller ID on incoming callers.

2. Implementing video chat assistance

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Along with toll-free numbers, businesses are integrating more video call help into their customer service experience. With the current situation, people have been inclined towards making everything virtual or contactless. Businesses and service providers are opting for the same options as it’s more convenient for clients to show the customer service rep what the actual issue is. This also adds transparency to the customer service process, thus increasing its quality.

3. Using more cloud-based technology

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Cloud-based technology is not only for exclusive companies. They are widely being used in call centres to ensure a flexible service to a broader audience. With cloud-based technology, businesses can save money as well and organize themselves better as they utilize CRMs and project management tools. Companies are even using VoIP services with 1800 numbers for improved technical support.

4. Providing increased customer support via social media

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Social media has swept the world and kept us connected, and companies are boarding that train to keep their customers happy at all times. People prefer to send a quick message to a company to get their needs met rather than having to talk to an automated robot for service. It’s because of this that more call centres have trained social media agents to tend these interactions.

5. Hiring remote call centre agents

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Lastly, companies are choosing to hire more remote call centre agents due to the worldwide situation we’re facing today. More people want to work remotely. This trend helps businesses save money they would have spent on physical structures and materials for their employees. This helps companies hire more agents, consequently producing more happy customers.

It’s important that businesses continue to proactively implement these trends so they can thrive in their industries, be it by using 1-800 numbers or hiring more remote workers.

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