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Call Center Outsourcing Guidelines: Trends and Technologies in (2023)

Call Center outsourcing is a common practice among businesses looking to save costs, improve efficiency, and gain access to specialized expertise. Here are some trends and technologies that are currently shaping the call center outsourcing industry:

1. Cloud-Based Solutions

Technology has enabled agents to meet all possible customer demands, whether they are for convenience, 24/7 customer support, or personal interaction. More and more top call center outsourcing companies are moving to cloud-based platforms these days. And it’s simple to see why! Cloud-based call center platforms have several advantages over on-premise systems. To begin with, they are much more scalable. If your contact center experiences an unexpected surge in customer service calls, you can simply add more positions to your account. An on-premise system would necessitate the purchase and installation of new hardware, which can be both time-consuming and costly. Furthermore, due to advanced features such as built-in redundancy and automatic updates, cloud-based platforms are typically more reliable than on-premise systems. As if that weren’t satisfactory, cloud-based call center platforms are frequently less expensive than their on-premise counterparts because there aren’t any additional costs or hassles associated with maintaining a physical space; as a result, call center outsourcing costs are much lower. Cloud-based call center software, such as those offered by companies like CYBELLS, Five9 and Zendesk, are becoming increasingly popular as they offer scalability, flexibility, and ease of use.

2. Artificial Intelligence (AI) and Automation

AI has provided numerous behind-the-scenes advantages to call centers. It is widely used to automate simple tasks such as call routing and customer information. This frees up agents to handle more complicated queries, improving inbound and outbound call efficiency and quality. Besides that, AI can be used to assess data from previous calls in order to identify trends and potential areas for improvement. As a result, artificial intelligence has quickly become an essential tool for call center managers. Every third call center outsourcing company is now heavily investing in AI to provide personalized customer service. The investments are also massive: $933 million by 2024 in North America alone. 

However, apart from everything else, AI offers conversational tools that appear to be the most useful for contact centers. AI-powered tools such as chatbots and virtual assistants are being used to handle simple customer queries, allowing call center agents to focus on more complex issues.  Al Tools provide automated customer service via a Web-page and an app and they are being used to handle simple customer queries, allowing call center agents to focus on more complex issues. Customers are looking for time-saving solutions, while contact center companies are looking to save money. Chatbots are the ideal solution for both needs. Customers and employees of contact center outsourcing companies both value the convenience, speed, and 24-hour availability of chatbots.

3. Omnichannel Communication

If a call center has yet to implement omnichannel software, it must accept that it has fallen behind. Customers now expect to be able to communicate with businesses through multiple channels, such as phone, email, chat, and social media. Call center outsourcing providers are now offering omnichannel support to meet this demand. According to Harvard Business Review research, which examined the purchasing habits of 46,000 customers, 73% of consumers prefer to buy across multiple channels because of the seamless communication experience.

4. Quality assurance

QA (Quality Assurance) is frequently used in a call center or contact center to emphasize common customer issues and improve interaction for a more consistent customer experience. Customer dissatisfaction is obviously bad for your business, and the performance of your agent interactions can be make-or-break in this situation. This should be a major consideration in your customer service strategy to maintain quality assurance. If your contact center quality assurance program is effective, your agents should be able to consistently provide customers with positive experiences. As call centers are outsourced to different countries, quality assurance becomes more important to ensure that the agents are providing good customer service.

5. Security and data privacy

As more personal data is shared with call centers, security and data privacy have become concerns for businesses. Call center outsourcing providers to need to ensure that they have the proper security measures in place to protect customer data. High-end call centers often use encrypted data to protect your client’s specific records, including reports, and personal and credit card information. You can apply data limits to access only specific data needed by call center agents. You can also use password management tools to set high-security standards and protect your data.

When outsourcing call center services, it’s important to consider the vendor’s experience, industry certifications, and references. Additionally, businesses should set clear and measurable performance targets and regularly review the vendor’s performance to ensure they are meeting the standards of quality and compliance.

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