Like many different aspects of technology and communications, the call centers (CCs) are also subjected to tremendous changes. These changes are many due to changing global economy and innovations like increased interest on mobility have affected the functions of the CCs today and may also continue to affect them in future. The challenges faced by these industries are very large and they affect both the technology providers and also the call center customers.
Sometimes, the unexpected changes may make the consumer market to demand that their needs have to be met by the businesses. These changes may affect the relationship between consumer and the businesses. Most of the consumers don't prefer to talk via phone but, they prefer communication only through media channels. The businesses make their CCs to get adapted to these new methods of communication to get back their customers.
It is very much necessary for the vendors to maintain better relationship and understanding their customers to meet the challenges. Other than this, the dealer to business relationship is also very important to get success from all sides. Five things are very important for the businesses to expand call centers.
Vendor Association: Initially, there must be a proper association of vendors at least for next 3 to 5 years to solve their problems accurately and efficiently. The challenges faced by the vendors make them understand the technical problems deeply to provide correct solutions. Even if they do not meet their needs, then they would look for other solutions.
Multi-Method Communication: The call center industries must hold multi-method communication and multimedia accurately. Today the consumer market is dominated by the generations from 1962 to 1991. Sixty Six percent of the consumer market is made by them. These generations expect the businesses they work to communicate with them beyond the telephone. They wish to communicate via email, SMS, social media and chat. Hence, the businesses must act quickly and make their CCs get adapted to these modes of communication. Otherwise, they may lose their customers.
Solutions for the Web-Based Problems: The call center industries must quickly get adapted to the growing necessity for providing solutions for the web-based problems. CCs are dominated by Microsoft Windows and large servers. Hence, the call center vendors must be very competitive to get adapted to the new changes that are made. The simple way for the vendors to meet these challenges is to shift to web-based apps than using OS-solutions.
The Hosted Solutions: Hosted communications are growing rapidly. Hence, these Hosted solutions must be made available for the CCs in future. Vendors may feel difficult to provide hosted solutions as their price models are easily interpreted, adapted, expanded and contracted.
Social Media: Lastly, CCs have to notice social media. These days twitter and Facebook have become very important to society. Vendors must be capable of getting these media trends to the call center and provide correct statistical information and proper treatment to these trends.
The upcoming trends of the call center industries are very challenging as these CCs may become contact centers in future. Various methods of communication are available now hence, consumers prefer to maintain contact to their business through any method they choose.
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