GoResponse Telephone Answering Service Staff

Current call centre trends that deserve consideration

Customer ServiceCall centres are an evolving workplace wherein companies have to constantly adapt to business demands and customer requirements. To stay ahead of the game, it is essential to look at what the competition is doing. Considering current trends is vital for telephone answering services that want to ensure they are doing the right thing.

In recent years, customer care has taken on more importance. As a result, many call centres are seeing quality being prioritised over quantity, even at the upper management level. In addition, instead of mapping out business processes, companies are taking the time to make sure the customer journey gets the most attention. This keeps call centres focussed on customers instead of allowing business models to take over.

Elsewhere, it seems that positive news from the industry has helped consumers understand how call centres work. This has resulted in more people being happy to be placed on hold or receive callbacks. Individuals understand that agents are dealing with many customers at any given time – especially on social media or webchat – and are happier to wait as long as the care they receive is of high quality.

The call centre industry continues to evolve and change. By keeping abreast of the latest trends, companies can stay at the top of the pack.

award winning