GoResponse Telephone Answering Service Staff

Top 5 call centre trends for 2013

For the first time in a long time call centres are undergoing a massive transformation. Over the past few years new technologies, changes in consumer behaviour, increased competition and heighten customer expectations have meant many call centre services for small businesses have been playing catch up. We’ve certainly moved on from offering just the traditional 24hr call answering services of old.

Luckily Go Response have been ahead of the game and were fully prepared for the expected, and now actual, 2013 call centre trends. Here are the top 5 for this year:

No. 5 – Cloud

The call centre industry’s fastest growing area is cloud-based infrastructure with companies “in the know” predicting it will double between now and 2015 The amount of call centre seats in the cloud will reach a record 18% by this time, up from a measly 2.2% in 2008. The cloud offers quick deployment and great value to all business, especially those offering call centre services.

No. 4 – Smartphones

Global smartphone shipments are expected to jump this year by 25% according to research and by 2015, IDC expects more US consumers will access the internet through smartphones than PC’s. Forrester reports that 68% of call centre decision makers believe mobile integration is a ‘must’ for the long-term success of their client relationships. They predict this trend will grow the number (and quality) of mobile customer service vendors in 2013.

No. 3 – Gamification

Gaming has always been a big thing at home, but recently we’ve seen it’s transition into the workplace as companies start to apply game design elements to business processes such as customer support. In an attempt to make the workplace more fun predictions show over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.

No. 2 – Feedback

Measuring results has always been a challenge for call centre managers and they are looking to tackle this over the coming years – As the customer experience becomes a top priority over 40% plan to upgrade their customer feedback surveys within two years, more than any other customer interaction upgrade.

No. 1 – Video Support

It’s time for video technology to hit the call centre floor! With applications like Skype becoming an everyday tool for some companies, call centres are grabbing the bull by the horns and adopting video applications into their customer service offerings. Video content can also be sent to the customer’s phone, which is great to troubleshoot problems, use a program, or do-it-yourself projects.

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