In the age of chats and social media, a call center is still key to manage customer queries. It’s the nearest experience to face-to-face engagement. But where before call centers are typically outsourced to providers for a large sum of money, today, the availability of cost-efficient call center software allows small businesses to tap into this channel.
They get the capabilities for interactive voice response (IVR), computer telephony integration (CTI), automatic call distributor (ACD), predictive dialer, and call analytics, among others, augmenting their help desk and customer support operations. This is but the latest in the continuous disruption of the industry, things that you need to keep abreast of whether you are a vendor, developer, user or an industry observer.
The call center statistics we culled below on the state of the call center industry will be of great value. You’ll get to know key data points like call center market size, usage and future scenarios in one convenient place.
The call center has been transformed by the way customers communicate with companies nowadays – through various digital and online channels. Most industry users prefer the term “contact center” which aptly reflects its omnichannel capability. Whatever the name, the call center has become a unified hub of communication tools, allowing for a direct connection with customers on various channels, platforms, and devices. Call centers are also now switching to cloud-hosted solutions due to the many benefits such as faster deployment, easier implementation, greater flexibility and scalability, enhanced security, and efficient managing of field agents. Here are the key findings of our call center market research.
The call center industry is big and will even be bigger as companies migrate their call center operation to the cloud, seeing the advantages of a SaaS solution with minimal maintenance and hardware requirements (a telephone, computer, and browser and you have a basic cloud call center setup). It’s also more affordable and can be scaled to handle larger call center operations when the time comes. This, even as many companies still find call center outsourcing profitable for small businesses.
How do customers contact businesses and vice-versa? With so many channels and devices available for communication, customers can easily connect with a company’s call center, customer support, and help desk units. On the other hand, businesses through their call center and customer support teams are able to respond quickly, if not in real-time, through phone and live chat or instant messaging in resolving customer issues and providing personalized service.
say agent is in-house
say agent is experienced
say agent is well-trained
say agent has tools for the job
Source: "Retail Report." Radial 2018Designed by
You have to know the channels and platforms customers use and prefer when reaching out to you so you can deliver personalized and prompt service. With call center software you have a variety of communication tools to enable real-time interaction with customers. This way you can show your customers that you care enough to respond to them in the most efficient manner regardless of what channel they use.
Call center and customer service functions are closely bonded together. After all, a call center provides the necessary tools required by customer service and support teams to respond to customers and reach out to them on whatever channel. This is part of a company’s goal of delivering quality and consistent service to improve customer experience, engagement, and satisfaction which are vital KPIs and metrics for customer support teams. Call center data has shown the many positive effects of good customer service and the dire consequences of a bad one.
Today’s consumers are more demanding and less patient when looking for answers to their issues. They will air out their disappointment with your service to others, and that is not good for business. It is even quite costly as you’ve learned. Call centers follow certain benchmarks to ensure fast and efficient service, and call center solutions offer multi-channel capabilities to ensure consistency in the service you provide.
The rapid pace of technology is shaping the way business and productivity tools are deployed and utilized. Call center software is no exception. Cloud-hosted solutions packaged as SaaS will become increasingly popular because of their affordability, scalability, and omnichannel capability. There is also the growing use of automation, artificial intelligence, and chatbots to streamline call center operations. Here’s what to expect.
Companies expecting to use video chat in the next 2 years
Contact centers planning to invest in robotics and process automation in the next 2 years
TMT companies planning to invest in AI
Source: DeloitteDesigned by
Call center employees worry that virtual assistants, chatbots, and AI will take over their jobs. That is a scenario that is not about to happen overnight even if companies are already taking the automation route. The call center industry will still need skilled workers that can make the right decisions, perform remote troubleshooting, and provide contextual and logical solutions. Besides, customers still want to hear a real human voice at the other end of the line.
What does our call center market analysis tell you? The figures are clear – call center is a booming industry especially now when businesses are realizing the need for a more customer-centric approach to enhance customer engagement and interaction and thus improve the company’s bottom line. And with several channels available to you and your customers, our research underlines the need for an omnichannel capability of your call center. Our comparison of top 3 communications software can help you find the right solution that can serve as the backbone of your call center system.
It is our view that being informed on what call center software is and being aware of developments in the industry will help you determine the importance of having such a system for your business or, if you already have it in place, how to further optimize your operation by taking note of the important statistics and leveraging the call center research that we shared here.
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