Emerging Trends in Call Center Industry

Call center has always been subjected to immense scrutiny over the

years. This is one of the primary reasons that it has been subjected to

various modifications with the evolutionary demands of global market.

Outsourcing of call centers has emerged as a major phenomenon in the

industry and has also been transformed to some extent with the addition

and deletion of technologies and processes on regular basis.

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Having a 360 Degree Overview

Let us now examine some of the upcoming call center trends that

have emerged in various call centers India and across all other major

countries in the Asian subcontinent.

1. Multi-channel customer support

2. Work from home executives

3. Robust cyber security measures

4. Advanced CRM tools

5. Cloud technology

6. Data mining

7. Smart call-routing

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7 Call Center Trends That Will Give Call Center Mangers a Solid Understanding

We have come a long way from the days when a phone was the only mode of communication channel related to customer support in call center entities. However, the present-day scenario is highly customer-driven and requires a wide-array of channels like social media, online chat and e-mail support. Call centers India, Bangladesh and Philippines have adapted perfectly to the change in dynamic.

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Multi-channel Customer Support

With the recent shift in the equation of call center industry, the call center executives, in the current scenario need not necessarily visit the office premises for attending calls or handling customer queries. Many of the call centers across the globe have embraced the change and have started allowing executives to handle customer complaints from the comfort of their homes. This has emerged as decent practice as it improves the productivity of executives and turnover rates are also minimized.

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Work from Home Executives

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The immense rise in security breaches pertaining to customer data has drastically increased the significance of cyber security defense in call center solution providers. The leading call centers India and Malaysia have been the major victims of cyber theft. It is important to note that the defense includes profound use of voice biometrics and data encryption in call center firms to ensure that the data remains completely secure at all costs.

Robust Cyber Security Measures

In a call center environment, CRM tools being used are constantly becoming more advanced, so the call center executives are able to extract maximum information from the same. It can be considered as an essential tool as prior information about the customer is instrumental in delivering better solutions. The focus on customer journey is gaining prominence in present scenario and has also raised the significance of CRM tools.

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Advanced CRM tools

A vast majority of firms have now

started adapting cloud technology for

their call center processes. This practice

has been adopted in order to manage

operations from multiple locations in an

effective manner. It is also important to

notice that data security and data storage

issues are resolved quickly with effective

implementation of this technology.

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Cloud Technology

Data mining for devising strategies has been

increasingly adopted by call centers India,

Bhutan and other neighboring countries due

to its enormity of advantages. Such call

center units use voice recordings that are

converted into useful patterns by

implementing effective analytics software.

Data mining has certainly paved the way for

improvement in levels of customer

satisfaction by predicting their responses.

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Data Mining

Allocating the calls to executives on the

basis of their availability has become

obsolete. Call centers have started

adopting smart call-routing under which

the call gets transferred to that executive

who is more potent in resolving a

particular issue being faced by the

customer.

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Smart call-routing

It can be interpreted from the above

discussion that the recent trends

associated with call center services are

aimed at improving the business of their

clients and have been made to

streamline the processes judiciously.

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Conclusion

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