A couple of years ago, due to the global health emergency, the digitalization of most companies around the world has been radically transformed to adapt to the times. Since then, the need to incorporate new technologies into companies has intensified, allowing them to offer users the service they deserve.
However, despite the accelerated transformation of recent years, there is still a long way to go. The future of the Call Center industry looks bright as there are many proposals and trends for the current year, with the aim of optimizing services.
Nowadays, nobody wants to have to go to a specific place to solve a problem or to buy something. People use the Internet and phone calls. This is why companies must focus on optimizing mobile service, developing strategies that adapt to remote work and consider digitalization as a mainstay in an era where Artificial Intelligence is already part of our lives.
It is essential to stay ahead of the trends in technological development, such as those offered by companies like aircall, in order to plan the necessary strategies to provide the best experience and service to customers.
Let’s see then, what new technologies offer to this sector and what are the latest technology trends available to help improve the services provided by corporations that serve the public.
Call center software
The traditional station has been replaced by advanced call center software, since it offers many advantages because making calls over the Internet (via VoIP) does not require large equipment, since it is a software that is located on cloud servers and is managed from the web.
This type of software, such as the one offered by aircall, allows a very fast telephone connection from anywhere in the world. It also allows to collect all the necessary data about the calls made, which are the fundamental tool to establish statistics and monitor the service provided.
And the best thing is that they make remote work possible, since the software can be linked to the employees’ personal devices. It can also link the different branches integrating a single network, no matter where they are located.
Today, people (especially young people) have become accustomed to being able to use various means of communication that go beyond the classic phone call. People often resort to contact channels such as live chat, email, social networks, or even text messages.
That’s why companies should aim to work with omnichannel software, which allows them to manage all their communication channels at the same time. This way you will be able to interact better with customers, allowing them to access the service in a simpler and more agile way.
Nowadays, more and more segments are incorporating artificial intelligence, and call centers are no exception.
AI makes it possible to provide an automatic response to customers, but this is much more advanced than the typical options offered by a simple bot. AI can provide hyper-personalized responses, thanks to NLP (Natural Language Processing), which makes the interaction with the virtual assistant feel natural and more like talking to a human operator.
This is one of the biggest bastions for driving the enterprise forward. It is critical to use analytics to probe how performance and productivity are operating and make predictions.
Through analytics, information can be obtained to create immediate answers and patterns to more easily address needs; like it happens when a chat bot offers multiple responses to a customer’s complaint.
Self Service Tools
These types of tools are very useful and help speed up the service, they can range from the section of frequently asked questions (FAQs) to virtual assistants.
They are self-help options that are extremely in demand by users and will continue to be. Taking this into account, companies should focus on improving these types of tools and offer as many as possible. It is ideal to include help sections with video tutorials or images and solution pages that include the most frequent problems that users often have.
Statistics indicate that 65% of users that try to resolve a problem by their own means through this type of tool, have not been satisfied with online self-service support, which is why it is essential to improve this type of interaction so that the client can receive complete attention.
Measure customer satisfaction
This is essential to maintain the standards established by the company. Today universal methods are used to measure how satisfied the customer is.