A mix of new pandemic-driven modes of working, the expanding trend of digitalization, and the always rising expectation for good customer service experiences have upended the call centre sector in recent years. Many economic, technological, social, and global working trends will continue to have an impact on the call centre sector in the future.
What to look out for
Going into 2022, we’re keeping an eye on a few trends that will assist call centres to provide excellent service while maintaining business continuity in an uncertain environment. Let’s take a look at some of the predicted trends in the call centre industry:
Virtual contact centres
After hurrying during the onset of the pandemic to build up remote working environments, businesses have mostly recognized the benefits and adopted the WFH or virtual contact centre model. Remote working will be a standard in customer service by 2022, and it is a trend that has already impacted the call centre sector. The remote workforce isn’t just a crisis response; many leaders learned from the epidemic that people don’t have to be physically there to be productive. Quite the reverse, in fact. According to studies, remote workers are 35-40% more productive than their counterparts in the office. There are a number of other advantages to working from home. It provides employees with the flexibility that has helped to reduce attrition, increases operating hours thanks to the follow-the-sun strategy, and ensures business continuity in the event of another catastrophe.
With more WFH agents, the call centre sector will be impacted by carefully and clearly specified security protocols. More organizations will install advanced cyber technologies and update their access policies in the future year, such as implementing VPN multi-factor authentication or even video monitoring for remote employees. Only 11% of commercial cloud users have deployed multi-factor authentication (MFA), according to Microsoft. Agents can be better prepared to secure their networks and avert breaches if they are given refresher courses on contact centre compliance and security.
Social media focus
Today, social media has evolved into an important commercial tool, helping businesses to access a wider audience. However, by 2022, more businesses will be leveraging popular platforms to handle inbound customer support enquiries, as consumers increasingly see social media platforms as viable customer service channels. According to studies, 63% of customers expect firms to provide support via social media. With 58.4 percent of the world’s population utilizing social media, this percentage is only anticipated to rise in the near future.
Collective training opportunities
It’s vital to get contact centre agent training right if you want to give your clients the greatest experience possible. However, agent experience must be taken into account as well. For many call center companies, the old practice of all-day classroom training is no longer practical. They’re also not as efficient. Shorter training modules have been proven to boost information retention by 20% in studies. To improve their training approaches, companies are resorting to brief bursts of AR instruction manuals, microlearning modules, gamification, and highly individualized feedback, as well as options for ongoing self-paced training. Enhanced training is a trend that will have a big impact on the call centre sector in the future, especially in a field where turnover is high.
High agent attrition
It is costly to replace employees. Because of the present economic climate, many companies are looking for new strategies to keep their frontline call centre employees. According to experts, attrition can be prevented if agents have a feeling of purpose. Employees’ workdays are converted from a collection of tedious chores into an opportunity for purposeful relationships when they believe they are giving value via their everyday tasks and are trusted for their knowledge, competence, and integrity. Call centres will shift their attention away from productivity measures in 2022, and instead, empower agents with decision-making abilities that will increase performance and instill pride in their profession.
Online first interaction
It’s nothing new to assist customers from distance. For years, businesses have tried to settle more of their customers’ complaints remotely in order to improve overall efficiency. According to a World Economic Forum survey released in 2020, 84 percent of firms intended to digitize their processes, with 44 percent of their staff working remotely. Customers’ rising expectations for self-service, the increasing complexity of situations, and the advent of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI have all contributed to remote assistance reaching a peak in 2021.
A look at the call center industry’s economic, technological, social, and worldwide working trends might assist your company to decide on its preferred strategic route as we approach 2022 and beyond. As the globe struggles to recover from the global crisis and enters a new era of uncertainty, call centre executives to consider the future of their businesses – a future in which business continuity and customer experience will undoubtedly be shared.