GoResponse Telephone Answering Service Staff

Call Centres to Become More Technological

It has been predicted that many businesses will begin to search for more IT call centre options for outsourcing over traditional call centres.
Call centres have worked for several years as a handy method for consumers to contact a company. Unfortunately, times are changing where the generations of today want instant access and answers to their questions. They are becoming used to social media sites and other online portals that offer instant message services. They expect any company they work with to be there instantaneously.
To a degree telephone answering services are becoming less effective, making it important to save as much as possible on the costs. More importantly, the answering services are changing to live chat, with VoIP options. A consumer can either text or speak via phone using an online gateway rather than a telephone. Consumers do not want to hear the message “your call is important to us, please hold.” Instead, consumers want to hear that their call has already been answered as soon as they answer a few security questions.
Live chat is most likely to be where the trends will head for customer service via an outsourcing centre. The consumer still speaks with a live person, but the information is readily available. The text information can also be clearer for some compared to dealing with accents from a live voice. At the moment call centres are still important, but in the coming years they will be more technologically based with the addition of more live chat options for consumers.

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