The Most Groundbreaking Inbound Call Center Outsourcing Trends 2020/21

Almost the whole of 2020 has been engulfed by the Covid-19 scare, but many call centers have remained operational during the crisis-like situation. These testing times have educated companies on the importance of a contingency plan, and a need to explore new avenues for the future. As far as inbound call center outsourcing is concerned, we are expected to see the following trends in the coming 2020/21.

Upcoming Trends for Call Center Outsourcing vendors

More and more call center outsourcing vendors would like to keep themselves futureproof and ready for the challenges in future. Below are some things they would like to focus upon:

Cloud-based call centers

In Covid-19 times, we are seeing great problems in running a call center from a permanent place. Companies can give their business a boost by focusing on cloud-based call centers. It will allow agents to initiate and receive calls from their home or preferred location. Such an initiative is only possible with appropriate infrastructure and software.

Better data security

Instead of storing critical customer information on agents’ computers, it is possible to use the cloud as a centralized repository for database, CRM and other software solutions. The agents and managers can be provided the access to information according to their login privileges. For example, agents can be stopped from viewing bank account information, but in scenarios where there is a conflict, a manager can use his login to view the relevant information.

Increased use of analytics

Big Data analytics can add power to business strategies. Future call centers will be more analytics based than today’s call centers. It would be easier to understand customers’ preferences, and adapt business and call center strategies accordingly. Several BPO outsourcing companies in USA like Vcare are already leveraging analytics for wholesome business benefits.

A Move to Contact Center

More and more companies are willing to outsource email support services and chat support services to the vendors. In 2020-21, we sill see call center operations upgrading to the cloud-based platform. Agents will be able to offer help on chat, email and phone, depending on agents’ mode of contact. There will be more accountability in customer-handling process.

Evolution of self-service

Self-service is already a big thing in the world of call center operations. But in the coming years, we will see IVR-based service solutions becoming even more important. The ongoing advancements in IVR solutions is the biggest reason for that.

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vcallglobal Joined: June 9th, 2020