What are the Call Center Trends For 2021?

The call centres using VoIP technology are expanding quite rapidly, as businesses are going through a digital transformation. This year, new trends are entering the market as AI takes more place and customers are at the centre of changes. Here is what you need to know about the top call center trends for 2021.

1. New Technology in Call Centers

Some companies specialized in this industry find a way to stay on top of their field. It is the case of the call center software company Aircall. Their website is the best place to learn about all the new technology involved in contact center software. This cloud solution is at the top of the VoIP integration for businesses. But here are some of the services and developments you will find, for this industry, in 2021. They are separated in two groups: The advantages for users and the ones for company managers and business owners.

2. Users advantages

There are two main advantages for users of a business phone system that will be prevalent in 2021:

• Omnichannel contact centers

• Greater in-depth customer profiles

Those working in a call center know it; you need the most information you can get about the client, if you want to be able to help them. Thanks to a movement towards an omnichannel contact center, the agent can get a larger view of the customer they are serving, on the phone. In today’s world, there are many communicating tools and this way of treating the information brings them all together. One of the great things it does, is identify sales possibilities.

Because the AI is learning and collecting data about the customers, it can also suggest to the agent the next best step to be taken with the client. That makes the work easier, and it enables the agent to provide much better information to the client.

Thanks to machine learning and data collection, finding the next “best steps” for specific customers has never been easier. Call technology software will begin to build strong customer profiles using data derived from previous customer interactions. These profiles will dramatically improve call centers’ abilities to provide personalized recommendations to their customers.

3. Managers and Business Owners Advantages

With the rise in importance of AI in the call center business, in 2021, management should see their employees’ productivity rise. In a survey towards different businesses, 83% said it was a strategic priority for their company, while 54% of the managers agreed that it increases their overall productivity. You have to add to this, the fact that analytics is on the rise, in the field, and that cloud-based software comes at reduced cost, to understand why managers and business owners are optimists regarding the year to come, in the call center industry.

This article does not necessarily reflect the opinions of the editors or management of EconoTimes