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The Future of Call Centers: 16 Must-Know Statistics and Trends - Executive Boutique - ContactCenterWorld.com Blog

The Future of Call Centers: 16 Must-Know Statistics and Trends

Data is the closest thing leaders have to a crystal ball when predicting the future of call centers. Without it, modern call centers would be stumbling through the dark, wasting resources on efforts that customers ultimately don’t find relevant or beneficial. 

Call centers have evolved along with other technological advances. From inbound and outbound calls, call centers have developed into providing omnichannel services to businesses that need such services. Staying updated on the current industry statistics and trends is vital to adapt to changing customer behaviors and improve the customer experience.  

No leading business wants to work with an outdated call center. Keep your business relevant by learning the latest industry statistics and trends. Read the infographic below to learn more.

Understanding the current landscape of call centers is essential in adapting your business to customers’ demands and needs. 

Customer Satisfaction

  • 88% of customers believe trust becomes more important in these changing times (Salesforce, 2022)

During the past few years, the entire world collectively went through a period of uncertainty. In that time, trust has become invaluable in helping one another. As the world continues to adapt to new ways of working in the post-pandemic landscape, customers require brands to be even more trustworthy moving forward. 

  • 44% of people report being annoyed or irritated when kept on hold for 5-15 minutes (Replicant, 2021)

As technological innovations increase, customers’ patience begins to decrease. Optimizing your operations and training your agents to resolve concerns quickly will avoid angry customers. 

  • 80% of consumers are willing to speak to a machine if it means avoiding long wait times (Replicant, 2021)

Sometimes, agents won’t be able to address every single customer. By setting up a machine, you help ease the customer’s frustrations.

You must know the capabilities of the software you use to help resolve customer problems. While machines respond to customers quicker, they must also provide valuable solutions.

  • 90% of customer service leaders report that customer expectations are at an all-time high (HubSpot, 2022)

Customers expect high-quality customer service at all times, highlighting the importance of covering all your bases when it comes to improving your operations. High-quality customer service ranges from the agent’s phone conversation skills to the way different departments work together to resolve the customer’s concern. 

Call Centers and Technology

  • The call center artificial intelligence (AI) market is expected to reach $7.5 billion globally by 2030 (Data Bridge Market Research, 2022)

This forecast highlights how businesses are becoming more comfortable investing in AI. It also shows that such technology might not be as much of a trend as many think: it’s most likely here to stay.

  • 83% of call centers consider AI a high priority (Commbox, 2020)

AI is set to disrupt the future of call centers and other industries like advertising, cybersecurity, and transportation. It allows businesses to automate repetitive tasks and work much better with data, improving performance and quality.

  • 50% of customer service leaders have implemented basic customer relationship management (CRM) service features (HubSpot, 2022)

According to HubSpot, these basic features included a help desk, a knowledge base, and shared email capabilities. These features are so helpful that HubSpot became aware of how almost all customer service leaders consider using CRM software to boost productivity.

  • 80% of customers found that using chatbots made them more frustrated (UJET, 2022)

Despite machine learning technology getting smarter, authentic human conversations have a spontaneous flow that many chatbots currently can’t keep up with. It’s best to be aware of a chatbot’s limitations before implementing it in your operations.  

  • 53% of businesses use digital call transcriptions to boost productivity (Salesforce, 2022)

Transcriptions allow agents to catch every detail of a customer’s concerns, making it much easier to reference for future training sessions or meetings. Moreover, a transcription helps agents store specific customer information, allowing them to quickly pick up where a customer might’ve left off. 

Call Centers Channels

  • 41% of businesses prefer voice calls for resolving customer issues (Hiya, 2022)

Roughly 2 in 5 (41%) companies found that resolving customer issues through calls is much more effective than text. It highlights how, while there are more methods of resolving consumer problems, the traditional phone call isn’t likely to go extinct anytime soon.   

  • 57% of customers prefer email interactions (Salesforce, 2022)

Emails are a growing channel for customer interaction, with more than half of Salesforce’s survey respondents choosing it in 2022. It could encourage companies solely focusing on calls as their primary channel to begin branching out, accommodating more customers. 

  • 51% of customers are likely to buy from a company again if they support live chat (Kayako, 2022)

One could consider live chat the ideal middle ground between email and phone calls: real-time interactions on a text-based medium. Businesses could rely on chatbots or live agents to respond to these messages; either way, they still need to provide prompt and accurate responses.  

  • 43% of customers prefer non-digital channels (Salesforce, 2022)

There’s often no beating an authentic voice interaction between two people. Despite automation and software becoming more popular in the industry, you must remember the value of training your agents to interact with customers effectively.   

Contact Center Industry

  • Experts predict the global contact center market to grow to $607.6 billion by 2027 (Research and Markets, 2022) 

The contact center market is invaluable to how businesses operate globally. It’s a thriving industry expected to rise throughout the years, making it an ideal time to find more opportunities now than later.  

  • Roughly $30 billion of the Philippine economy comes from the BPO industry annually (Nexford University, 2021)

This statistic shouldn’t be a surprise, considering that the Philippines is one of the most popular countries for Western businesses to outsource their customer service operations. However, one must be aware that the greater the competition is with more people outsourcing to the country, so if you plan to outsource to the Philippines, it’s best to find opportunities quickly. 

  • 20% of call center workers in the Philippines would consider resigning rather than returning to on-site work (CNN Philippines, 2022)

The pandemic changed the standard perspective of work. Now, more people are comfortable working from home and prefer it over working on-site daily. Considering the Great Resignation occurring during the early months of the global pandemic, businesses should heed their employees to remain profitable. 

Emerging Call Center Trends to Watch For

With the call center industry changing as the years go by, it’s best to be aware of the upcoming trends.

1. Digital transformation

More customer service companies are shifting to digital operations. They’re adapting digital tools and software to connect with customers better. Contact center digital transformation reaches different departments, influencing internal processes and outputs. 

Call center companies can do so much more with the help of digital tools, whether it’s automation or cloud-based services. Executive Boutique Call Center has technology partners to continue providing their clients with the best customer service. 

2. Artificial intelligence (AI)

Dealing with customers isn’t the only task of a customer service representative, and many repetitive tasks are often urgent but not entirely value-adding. More call centers are adopting AI to improve efficiency and productivity. 

AI in the call center industry has become increasingly popular in recent years. It innovates the sector in several beneficial ways, including live tone and mood detection. AI detects the customer’s tone—whether frustrated, disappointed, interested, or disinterested—to help agents respond accordingly. 

These are invaluable benefits that modern call centers will continue adopting to provide better customer service. 

3. Omnichannel support

Omnichannel support allows call centers to respond to customers regardless of their channel, from live chat and text messages to social media and phone calls. Businesses providing a unified and seamless experience across these platforms allow them to meet their customers effectively at every touch point. 

4. Cloud integration

Cloud technology became indispensable during the pandemic when businesses needed to stay aligned while working distances from each other. With 9 out of 10 firms (90%) using cloud computing, it’s integral to familiarize yourself with it and maintain business relevance. 

5. Upskilling and reskilling 

With more responsibilities being handed over to automation, businesses must train and encourage their employees to upskill continuously. 

According to Nexford University, upskilling and reskilling employees help encourage employee retention and loyalty. It also enables you to develop a team with diverse skill sets, differentiating your business more from your industry competitors. 

6. More data-driven solutions

You can’t discuss the future of contact centers without talking about data. Call center trends indicate that contact centers are becoming more data-driven to drive better results and provide better customer service experiences. 

Data helps you evaluate your team’s performance, allowing you to track valuable metrics such as total backlog and call completion rate. These allow you to identify what problems your team is currently facing. 

7. More use of self-service tools

Self-service tools include instructional videos, frequently asked questions (FAQ) pages, and blog content that guides customers through their problems. They’re valuable assets to produce, providing value to your customers even during off-work hours.

Prepare for the Future of Call Centers Today

The future of the contact center industry remains uncertain. Still, a quick snapshot of how call centers operate today helps you improve your services to earn more clients. 

Businesses are always looking for call centers to keep up with their customers. Understanding these statistics and integrating these trends into your workflows help you adapt to the changing demands of both modern businesses and consumers. 

If you want to outsource your customer service functions, consider working with Executive Boutique. We’re a progressive call center in the Philippines that ensures your business remains relevant to your customers and ahead of your competitors in the following years. Contact us today to learn more about how we can help you. 

Source: https://ebcallcenter.com/operations/the-future-of-call-centers-16-must-know-statistics-and-trends

Publish Date: March 29, 2023


2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

10.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

11.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

12.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 



View more from Executive Boutique

Recent Blog Posts:
Multilingual Customer Support: Benefits, Channels, and StrategiesFebruary 12, 2024
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Call Center Technology: 5 Latest Trends and Strategies to AdoptSeptember 13, 2023
Call Center Burnout: 5 Causes and How to Overcome ItJuly 5, 2023
What is Blockchain Technology? Call Center Benefits and UsesJune 2, 2023
Cloud Computing: What It Is and How It Benefits Call CentersMay 22, 2023
5 Customer Retention Strategies Companies Should ImplementMay 2, 2023
How to Detect Call Center Scammers: 8 Tips for Call Center AgentsApril 4, 2023
The Future of Call Centers: 16 Must-Know Statistics and TrendsMarch 29, 2023
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