latest trends in call center outsourcing services in 2017
TRANSCRIPT
Latest Trends in Call
Center Outsourcing
Services in 2017
Communication through multiple
channels In 2017, the
number of media
or platforms
through which you
communicate with
your customers will
increase.
Be it through social media channels or
face-to-face
conversations, you
should be ready to
interact with your customers in
innovative ways
Communication through multiple channels
Succeeding in a Multi Channel Environment will be key in delighting
the customers like:
• Telephone
• Chat
• Text
• Messenger
For this you must hire talented and skilled executives.
Clouds Everywhere
Clouds - Clouds Everywhere
Companies may look into the option of having Call Centers
Outsourcing Service or Contact Centers on the Cloud.
It is estimated that more than half companies will use Cloud.
Store Sensitive Client Information.
Possibility of Virtual Call Centers.
Customers mindset has changed with time. Talking to Call Center executive is not the option
left for the customers.
More than 20% of Customers prefer to go on the website and follow the instructions and solve
their problems.
Customers are looking for automated Self Help/ Self Help Solutions without any human intervention.
Customers use their Cell phones to solve their problems all the time.
Personalization
via Video Chat
Personalization via Video Chat
Major e-commerce companies have already adopted video chat.
It is a nice, easy, quick and an affordable way to assist your
customers.
You can personalize the whole experience for your customers.
The demand for Video Chat is increasing slowly and it might
become the next big thing in 2017.
Social Media Platforms
Social Media Platforms
Customer express their feelings through Social Media and provide valuable feedback through
it.
Companies have presence on Social Media where they can maintain their reputation.
Companies can address customer concerns in real-time.
Companies must make robust customer strategies.
The whole experience can be personalized through this platform.
See how you Perform
See how you Perform
There will be high demand for tools like Performance management
or Quality Management.
Companies will be interested in the 360 degree view of their performance.
Higher performance of the staff of the Outsourced Call Centers
Services can be achieved.
