Make Your Call Center Future Ready: Trends And Opportunities
These days, leading businesses tend to stay up-to-date with call center trends and opportunities. It ensures an effective call center performance. Certainly, that is all about:
- Understanding client concerns
- Using competitive techniques to take leads away from your competitors
Staying alert and closing sales in a short turnaround time can be a challenge for your agents. However, advancements in technology are taking place rapidly and making these tasks easier. So, call center giants have turned to AI solutions to provide good customer experience and maximise profits.
Here are a few call center trends and opportunities that can prepare your business for the future:
1. Chatbots And Conversational AI
Businesses are using Chatbots and Voice Bots to answer customer queries. These are a part of speech-based Conversational AI platforms. They automate communication and create personalized customer experiences at scale. Moreover, speech-based virtual assistants can have real-time human-like conversations with customers. Businesses have an automated response to Level 1 queries with these assistants. With each call handed, they become smarter. As a result, they respond with more empathy and personalization, tracking the customer journey alongside.
At Kwantics, we develop and train AI-Powered Voice Assistants for contact centers. Depending on the business requirements, the trained Voice Assistant can answer customer queries. Further, they can have human-like conversations and take a human agent in the loop if required.
2. Speech Analytics
Analyzing 100 per cent of your customer calls can surface valuable intelligence. Speech Analytics records structured and unstructured data from customer interactions to deliver insights. With each call analyzed, you can get reports on:
- Customer satisfaction
- Customer churn
- Competitive intelligence
- Service issues
- Agent performance
- Campaign effectiveness
As a result, it will give the call center agents more context on each customer they handle.
Kwantics’ Speech Analytics can transcribe and analyze all your customer calls. The solution automatically records and categorizes keywords, calls, and trends. So, it can determine a customer’s propensity to buy in real-time and give relevant options.
3. Predictive Routing
Routing uses algorithms to predict ideal customer-agent matches. It identifies the right agent for the customer based on:
- Favoured communication channel
- Past product purchases and service requests
- Recent transaction activity
Thus, it helps brands provide personalized customer care that today’s consumers demand. Every interaction has data that tells about the consumer’s needs, demographic and purchasing behaviour. Therefore, when processed and routed correctly, this data can bring enormous revenue.
AI solutions by Kwantics can analyse customer sentiments through speech on a call. It helps the call center agent management in routing a call to the right agents when they detect low satisfaction rates. Further, it can also detect agents that are able to meet customer expectations. Later, it can route the calls to these agents in case of difficult situations.
4. 24/7 Self-Service
Currently, young consumers are preferring self-service options over traditional customer service channels. This is because they have grown up with the internet. So, they prefer to go through FAQs and web forums for answers before calling customer care services.
Certainly, Chatbots and Voice Bots are the most popular and interactive call center trends for self-service options. At Kwantics, our AI-Powered Voice Assistants answer customer queries with a natural conversation. As a result, customers can indulge with them 24*7 without having to interact with an actual agent.
5. Cloud-Based Contact Centers
Due to the COVID-19 pandemic, the call center industry is currently operating remotely. So, the trend of cloud contact centers can pick up soon. According to ResearchAndMarkets, the global cloud-based contact center market is expected to grow from USD 6.80 billion in 2017 to USD 20.93 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 25.2% during the forecast period.
As a result, they can save infrastructure costs as compared to a cloud platform with advanced project management suites. Moreover, call centers can manage and track their agents on a cloud platform from anywhere in the world. Further, with remote operations, call centers can also scale their business rapidly.
Kwantics’ Speech AI solutions transcribe and analyze 100 per cent of customer calls. We provide AI-Powered speech solutions like AI-Powered Voice Assistant and Speech Analytics that can transform the agent monitoring processes. We are offering a live demo of our AI-Powered solution to answer your queries.