Article

Neha Gupta
Neha Gupta 5 January 2018
Categories Customer Experience

Why Digital Transformation is Crucial for Contact Center’s Survival

The world is changing and with it, the call center industry has to adapt to the new digital trends and transform accordingly to meet customer expectations.

If you are from the contact center industry, then you must have noticed many modernizations in this sector in the past few years. The industry is moving ahead with customer’s and client’s expectations to provide them a truly advanced service and solution that helps streamline their business processes. With the rising number of contact centers in the world, the real survivors will be those contact centers that are able to adapt digital transformation and take it a step further in the coming year.

Call centers have always been an industry that has utilized cutting-edge technology for themselves and their clients. In fact, in a country like India, call center companies are offering their employees and clients access to the kind of technology that at one point was only available to large-scale IT companies. That is also the reason that businesses outsource their various processes to these companies because they have the required technology and businesses do not want to spend their budget on.

Factors Making Digital Transformation Crucial

The below factors are the reason why fast adoption of new digital technologies and strategies has become necessary for contact centers around the world.

Social Media

Social media has become a part of every consumer’s life and it has also become a part of business as well. The way companies are interacting with their customers has really changed due to the exponential rise of social media. Young customers expect their brands to be active on every single social media platform they use especially the more popular ones.

When businesses outsource their customer support processes to call centers these days, they are expecting those call centers to provide support on social media too. Handling customer queries and complaints about social media lead to better customer engagement and satisfaction which is the ultimate goal of companies today, as it should be.

Rising Competition

The BPO sector is a highly competitive sector where every company is looking to gain a competitive edge over the other. Technology plays a big role in this competition as it can be the deciding factor when clients have to choose between two call center services providers. Adapting modern technology and latest digital trends will make your contact center stand out from the rest.

Competition is a huge motivating factor for BPO companies to take a long hard look at their existing digital strategies and compare them with others to see exactly where they stand. This comparison further leads to corrective action and a change in digital strategy.

Demand for Omni-Channel

One of the major shifts in the call center trends is that of omnichannel demand being on the rise. As we have already discussed above, the changing behavior of the customers has caused a ripple effect in the industry, causing major shifts. Customers want their brands to be engaged with them on various channels and expect support on all of them.

There is a need for unification of the information among all these various channels like voice, email, chat and social media. A proper omnichannel support helps customers in such a way that if they communicate an issue over the phone with your service representatives, the next time they are chatting with an agent on your live chat, the records of their telephonic conversation would be present with the agent.

This way, customers do not need to repeat their issues to each new agent they communicate with on each different support channel. That is the real omnichannel support that is needed from contact centers today.

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