Global Remote Services (GRS) has come up with five trends set to transform the call centre industry next year with the assistance of industry analyst Peter Ryan.
Acknowledging that Brexit and continued digitalisation will potentially bring many new opportunities to the sector, both parties claim:
- Self-serve will grow with chatbots, apps and mobile: By 2020, Gartner predicts customers will manage 85 per cent of the relationship without any human interaction. The rise of mobile, apps and chatbots will revolutionise how organisations communicate with customers. Companies need to be clever to capture customers browsing the web on their mobile phones.
- Data security will become a top priority: Contact centres and outsourcers will have a strong focus on preventing security breaches and data theft and ensuring safe and easy to use payment options.
- Location and languages spoken will become less important: Where your outsourcer or contact centre is based will become less important as a new business model around automation changes established concepts of nearshoring and offshoring.
- CEE Region will provide huge opportunity for UK companies: Post-Brexit is providing additional opportunities for outsourcing to Central and Eastern Europe as UK companies look for additional skills. T.Kearney Global Services Index 2016 found Romania and Poland increasing as top outsourcing destinations based on financial attractiveness, people skills and availability and business environment.
- Digital will take over from traditional voice: Millennials prefer digital interaction. Call centres will need to leverage more channels such as email, livechat and social media to service broader customer bases. According to the 2016 Global Contact Centre report, contact centres expect to be managing nine different channels within the next 12 months.
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