Call center & BPO offerings and service complexity has increased according to leading UK based contact center solutions company - Coracall. Highlighting some of the emerging trends in the call center industry, Patrick David, Head of International Sales and Marketing observed that, “Over the last few years call centers have become the primary channel for customer service. As customer demands for higher levels of service have increased, so has the sophistication of the agent handling such queries. Coupled with new and improved technology, customer delight has emerged as the key driver for call center success.”
When asked about other trends, Mr David replied, “One only has to look at the evolution of the call center industry. In the early days outsourcing was more linear and typically revolved around answering inbound calls. With the emergence of the internet email support became an additional channel of service and a natural extension of this was back office support. With the proliferation of social media, agents now have the skill sets to work across different contact channels or combinations of voice and non-voice. At Coracall our agents are multi skilled and we like to think of them as “Knowledge Professionals”
When asked about other trends, Mr David replied, “One only has to look at the evolution of the call center industry. In the early days outsourcing was more linear and typically revolved around answering inbound calls. With the emergence of the internet email support became an additional channel of service and a natural extension of this was back office support. With the proliferation of social media, agents now have the skill sets to work across different contact channels or combinations of voice and non-voice. At Coracall our agents are multi skilled and we like to think of them as “Knowledge Professionals”
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