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5 Trends Your Call Center Must Follow In 2019 - Fusion BPO Services - ContactCenterWorld.com Blog

5 Trends Your Call Center Must Follow In 2019

 

While call center management is a mammoth task, following the latest and most innovative trends can help a call center keep delivering quality customer service to its customers. And while trends come and go with each passing year, only the most effective ones can help a call center improve.

As 2019 is approaching, one must look into the call center trends that will have a big impact on call centers the coming year.

Trend 1: Customer Experience is of Prime Importance

By now every call center should be aware of the power of a positive customer experience.

From the biggest corporations to the smallest businesses today know that a poor customer experience is all it takes to lose a customer forever while consistent bad service can ruin any business for good, especially with so many competitors around.

On the other hand, customers today are willing to pay more for better service. According to one survey 86% of buyers would part with 25% extra cash if another company treated them better.

For this reason, customer experience has become an important aspect that call centers can no longer ignore. On the contrary, they are placing more and more emphasis on treating each caller to the highest standard of service to ensure repeat business.

Trend 2: The Importance of First Call Resolution

First call resolution is great for both the call center and the customers alike.

For this, agents should be encouraged to get the first call right. While there will be calls that are more difficult to resolve than others, it’s important to provide customers with the very best quality of care possible every single time.

Monitoring call center agents’ interactions with customers will help a business identify mistakes that leaves the caller unsatisfied and/or frustrated.  With proper identification and training such problems can be avoided in future.

Trend 3: Social Network is an Important Customer Service Channel

Social networks like Facebook and Twitter continue to become a key channel in customer service.

As an alternative to calling or emailing, prospective and existing buyers can contact a business’s support team through their social accounts. Call centers should be incorporating this aspect of the customer experience into their operations to make sure that the consumers can reach them on as many channels as possible.

Handling queries through various social media channels can actually be the fastest method. However, as the conversation takes place in a public forum, one must bear the best practices in mind.  On social media quick and efficient responses are the key. Ignoring this channel, on the other hand, can ruin a company’s brand reputation.

Trend 4: Every Channel Matters

Customers today expect companies to respond through the same channel they use to interact with the company. So, if they interact with a call center via phone or chat, they would not appreciate the company replying through email.

Therefore, call centers should be ready to incorporate that aspect of customer experience into their operation and give equal importance to all customer interaction channels.  Only then they will be able to provide the customers with the multi-channel customer service that modern customers deserve.

Trend 5: Employee Management

Most of the time call centers fail to meet customer’s needs due to disengaged agents who lack power and freedom to improvise or take a decision. Therefore, empowering the agents with knowledge, giving them some decision making freedom and engaging them through a reward-based culture is very important. A company can also arrange for interim training wherever needed to train their agents better.

These are some of the most important call center trends that will help a call center to become successful in 2019 and beyond.

Source: http://www.fusionbposervices.com/blog/5-trends-call-center-must-follow-in-2019.html

Publish Date: December 10, 2018


2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from Fusion BPO Services

Recent Blog Posts:
How The Airlines Industry Can Benefit From BPO IndustryFebruary 14, 2019
6 Ways To Engage Your Agents – The X Factor In Quality Customer ExperienceFebruary 8, 2019
7 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer ServiceFebruary 1, 2019
5 OmniChannel Customer Service Best Practices To Boost Customer ExperienceJanuary 29, 2019
5 Social Customer Service Trends That Will Rule 2019January 24, 2019
8 Ways To Improve First Contact Resolution In A Call CenterJanuary 22, 2019
Fusion BPO Expands Client Portfolio and Capabilities with Acquisition of Ameridial Inc.January 16, 2019
5 Ways To Boost Customer Experience Through Call CenterJanuary 15, 2019
5 Trends Your Call Center Must Follow In 2019December 10, 2018
Will AI (Artificial Intelligence) Replace Or Enhance A Call Center?November 12, 2018

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