The Future of Call Center: 14 Must-Know Trends and Statistics

The business process outsourcing (BPO) sector remains one of the strongest industries in the globe. Due to the high demand for customer support representatives, human resource experts, and the like, the industry was able to generate millions of jobs and contribute to the growth of many countries.

However, just like any other field, the sector has also been affected by trends and the emergence of new technologies. With the introduction of automation software and artificial intelligence (AI), many have assumed the call centers' eventual collapse.

While these innovations have changed the way agents approach work, it's good to know that the industry has been able to adapt and evolve. Nowadays, specialists make use of the latest digital tools to streamline their operations and bolster business growth.

To give you a better idea of where the outsourcing industry is headed, this guide will provide a brief overview of the future of call centers.

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The business process outsourcing (BPO) industry which includes outsourcing of call centers is one of the fastest-growing sectors for many years now. The BPO industry continues to create job opportunities for many people across the globe, largely contributing to the economies of Asian countries including the Philippines and India.

While some critics have wrongly predicted the demise of call centers due to advances in artificial intelligence (AI), the industry continues to thrive and is still evolving and innovating—just as new technologies and tools continue to emerge. With these new technologies, BPO industry veterans look forward to creating more value for their customers and making the job easier for businesses and call center agents alike.

With that in mind, let’s take a look into the future of this continuously-growing and evolving industry. This visual graph below illustrates a complete picture of call centers—the figures and trends to keep watch so you can stay on top of the game. Let’s get started!

UNDERSTANDING CUSTOMER EXPECTATIONS AND NEEDS

As a business, it’s understandable that you want to differentiate yourself from other organizations and stand out from the competition.

As part of your plans and strategies to keep on improving, this can also mean that you outsource certain business functions to better-skilled professionals. This will allow your company to uncomplicate issues and unload you of tasks, providing you more time to focus on important matters such as maintaining high customer satisfaction.

Many technological advances are emerging and there will only be more to come. Considering the numbers and the new trends mentioned above, you could better improve processes by looking into the right metrics, using automation tools, and implementing machine learning, among others, to reduce the number of frustrated customers and elevate your satisfaction score.

CALL CENTER INDUSTRY TRENDS TO WATCH OUT FOR

1. CHATBOTS

2. MORE ADVANCED DATA ANALYTICS

3. NON-VOICE COMMERCE

4. SOCIAL MEDIA PRESENCE

5. CLOUD COMPUTING

6. ARTIFICIAL INTELLIGENCE (AI)

FINAL THOUGHTS ON THE FUTURE OF CALL CENTERS

There you have it—the leading figures and trends at play in the BPO and call center industry. Acknowledge these new technologies and statistics or you risk getting left behind, as other organizations adapt and advance. Being a leader in the outsourcing industry means keeping up with the latest innovations to meet your customers’ expectations.

Are you looking for ways to outsource specific functions of your business? Executive Boutique Call Center is a reliable and progressive call center in the Philippines that provides excellent and outstanding service. Visit the Executive Boutique Call Center Contact Us page here and drop a message to get started.

Original article can be found on: https://ebcallcenter.com/outsourcing/the-future-of-call-center-must-know-statistics-and-trends