Changes Taking Over the Contact Center

With call center attrition notoriously high, roughly around 30 to 45 percent, it is vital for management to implement ways to avoid hefty turnover rates.  Stress, poor scheduling, understaffing, and a lack of training are just a few reasons why agents do not stay in the contact center.  What can be done to make for a better contact center?  The answers lie in technology, emotions, and more.

Based on JLL Research, the United States contact center industry holds the biggest global market share, and a steady annual growth of 1.5 percent in spending.  As for the job market, contact centers employed 2.6 million in 2016, growing 35 percent in a five-year time period.  Businesses overwhelmingly (96 percent) expressed the desire to expand contact centers by 2017, so it continues to be a major element on business agendas.

Today’s agent has to possess multiple qualities and not just sound pleasant and happy.  They have to be efficient and attain FCR.  More than 70 percent of customers choose how they buy based on personalized treatment; 40 percent wish for “better human service” to improve brand loyalty.  Because of this, agents are being hired based on kindness and their ability to kindly interact with customers.  The top 10 most empathetic organizations doubled value, garnering 50 percent higher ratings – and, as a result increased business opportuniuties.

Additionally, agents must be well-rounded technically to solve any interactive issues.  In an omni-channel world, an agent must be able to navigate the tech seas to exceed the customer’s expectations while resolving any issue in a timely fashion.  It cannot be forgotten that customers have much of the same information in front of them as the agents, thanks to mobile access, apps, and self-service tools. Unfortunately, agents were unable to deliver the necessary answers half of the time, according to a Help Scout Study.

Fortunately, virtual customer assistants (VCA) will mesh with agents, according to Gartner (News - Alert). This is estimated to occur by 2020 at 25 percent of businesses and will provide a more effective way to engage with customers.  The stats report an increase in customer satisfaction, reduction of up to 70 percent in call, chat, and email inquiries, and a 33 percent savings per voice engagement.

With traditional contact center and customer service strategies, combines with social media, AI capabilities and analytics, there will be no excuse why the contact centers are not running seamlessly and without flaw. 


Edited by Erik Linask