Although the future and advancements of technology is hard to predict, experts in the telecommunications industry have been able to make a few calculated guesses about the future of call center services by observing current trends. So where do these experts see call center services in the next two years?
- VoIP will become an even bigger player in call center solutions. Most experts believe that in the next two years, Voice over IP will supersede analog phone systems.
- Voice will remain a part of the contact center. More and more call centers have begun using multiple channels for their customer service, including social media, e-mails, sms, chat, etc. However, no matter what channels are provided for customers, the fact remains that over 75% of those customers prefer the phone to talk to agents.
- Mobility for agents will become even more prominent. VoIP telephony has allowed for even more mobility, and as already predicted, when we see an increase in VoIP, we will also see an increase in mobility. Agents will be able to work for home, or when travelling, and be just as productive as they would be in an actual work environment.
- Speech analytics will be built into software. By building speech analytics into software, key words will be picked up on, and will allow management to see not only what most calls were about, but also whether they were positive or negative experiences.
Call center services will continue to evolve rapidly over the next few years. Those who are left behind will be quickly weeded out, as customers will continue to expect more and more from call center services.