Call Center Trends for 2020
Now that a new year (and decade) is upon us, we must look toward the future when determining strategies and anticipating how a business will pan out. For the call center industry, trends are constantly changing – and we must examine what to expect for this new year just as we did for 2019.
Using Omnichannel for Higher Customer Retention
A 2020 trend for higher customer retention has to do with utilizing an omnichannel approach. An omnichannel approach refers to a unified experience for customers across all available channels of communication, or in layman’s terms: consolidating information and keeping a consistent message, no matter if it’s through online chat, on the phone, etc. An omnichannel approach will allow call center representatives to easily refer to information and previous experiences without having the customer repeat it all.
More Implementation of Call Recall
Another one of the many call center trends to be on the lookout for is the implementation of call recall. Call recall deals with filtering through unwanted and unneeded communications without compromising the level of service customers are used to experiencing. In 2020, we can expect to see more call centers employing high-end message filtering technology that will limit error messages without harming the flow of conversation or level of customer service. Thanks to this technology, customers will easily be able to answer simple questions that will get them connected to the person or department they need, with all the basic information they need to give already recorded. What makes call recall so great is that it can save time, which ultimately saves money.
The Rise of Artificial Intelligence
The use of artificial intelligence, or AI, has been on the rise for the last few years – and we can expect more of the same in 2020. This call center trend will most likely be a trend in 2021, but it’s important to cover it now as well. The artificial intelligence we’re discussing at the moment mostly involves AI’s interactive voice response (IVR) features. IVR is a household name within the call center industry, and its capabilities are only improving. For 2020, we can expect AI’s interactive voice response to be able to more accurately interpret accents and tones than ever before, while also quickly and easily transferring people to live call center representatives if they choose to skip the automatic questions and responses.
Analytics Taking Hold
One last call center trend to discuss involves the use of analytics. Analytics and all the numbers that come with it can be a major benefit to any business, but especially a call center. Analytics can enable a call center to determine the best times to make certain calls, when to call who and for what, make bold decisions on how to handle various types of customers, and truly grow in a positive direction. Analytics can also give an in-depth look at the performance of call center representatives through statistics such as wait times, first-call resolution numbers, etc.
These are just a few of the call center trends we are starting to see for 2020, and there will undoubtedly be more. It’s always a fun time witnessing the evolution of an industry, and the new year is sure to bring plenty of it.