This past year has changed the call center industry as we know it. Technological advancements were rapidly introduced as the way we do business has changed. Now, 2022 is rapidly approaching. Ensure the best for your call center by being aware of these ten trends to expect.
Call Center Trends To Prepare for in 2022
1. Artificial Intelligence Is Here to Stay.
Artificial intelligence (AI)-based applications route conversations to the most qualified agent without having the caller wait. They also collect and analyze information to uncover patterns in responses, then provide possible responses for agents to use for similar customer problems. Additionally, the applications aggregate and present all information about a caller so the agents can handle the issue more efficiently and accurately.
2. Analytics Are Needed to Evaluate Customer Behavior and Agent Performance.
Predictive analytics measure first call resolution, average handling time, agent idle time, and related performance metrics. They also provide insights to help target the best sales and customer retention opportunities. These metrics provide meaningful feedback for more effective decision-making. Additionally, it can help your call center staff advance and improve.
3. Omnichannel Communication Is the New Normal.
Customers want their communications standardized and optimized across devices and communication channels. This lets the customers receive a seamless, consistent experience while navigating among a company’s touchpoints. It also helps the company better understand its customers and more quickly resolve their issues.
4. Self-Service Tools Are Helping Call Center Agents and Customers
Self- Service tools are becoming popular. Customers with smaller questions benefit most from these self-service options. This provides customers convenience and independence. It also shortens the call queues and frees up time for agents to provide the best service to customers with more complex issues. Also, these tools act as a resource that agents can use to better assist and provide information to customers.
5. Recall Technology Is Increasing
Recall technology is helping many Call Centers provide better service to their customers. Even in the best call centers, human error occurs, especially when sending emails or other online written messages to customers. Using it can save your call center agents time by resolving errors or any miscommunication. It also helps to save time and money without disrupting a customer’s experience.
6. Team Technology Is Transforming.
Most customers look for the quality of customer service more than price or quality of products or services when deciding which companies to form long-term relationships with. This is why customer service needs to be a priority in a company’s big picture rather than a standalone activity. Team collaboration tools are more important than ever to consistently deliver customer service across all channels. Additionally, this helps build culture, especially when working remotely.
7. Social Media Engagement Is Growing.
More customers than ever are engaging with brands and handling complaints on social media. Fast responses to these communications are increasingly important to satisfy and retain customers. Many of these conversations are made public. Quick responses show the efficiency of a company’s problem-solving ability. Additionally, responding quickly and thoroughly to public posts, allows others to see that you care for your customers.
8. Call Center Cloud Communication Is Becoming Popular.
The growth of remote call center agents and project management platforms is paving the way for cloud communication. This makes it significantly easier to reduce the number of in-house agents and the funds for infrastructure, IT, and overhead while hiring the best talent worldwide.
9. Interactive Voice Response Remains.
AI is used to enhance speech recognition for interactive voice response (IVR). This allows call centers to easily route callers to relevant agents or departments to best resolve the issues. The agents can pull up historical data and relevant information about callers to deliver more personalized experiences.
10. Customer Satisfaction Measurements Are More Robust.
As the pandemic continues to go on, customer satisfaction is more important than ever. Communication with call center employees is especially crucial during times of crisis. Customers want to know that their service will remain uninterrupted so they have a sense of stability.
The Best Way to Drive Your Call Center Forward in 2022 is By Having The Right People!
If you need help finding the right call center employees for your business, we can help! At Salem Solutions we come up with staffing solutions catered to your unique needs. We get to know you and what you are looking for so we find the candidates that are the perfect fit. Ready to request an employee?
