Like most technologies, call center technology has been constantly changing over the past few years.
This is a quick snapshot of the most important trends in the coming year.
The call center seems familiar.
The word quickly reminded me of the classic scenes of the 1980s.
Uninterrupted telephone work.
the phone is ringing.
There is also the clapping sound of the keyboard.
However, the world is changing faster than imagined.
Like most technical fields, advances in call center technology are rapidly affecting the market.
In turn, these changes have had a significant impact on business operations in 2021 and beyond.
We are seeing a rapid increase in the adoption of CCaaS (Call Center as a Service), artificial intelligence and machine learning automation.
Not to mention IVR, VoIP, CRM, CTI, ACD, etc.
Obviously, the reality of 2021 is very different from the image 40 years ago, even 20 or even 5 years ago.
In this blog, we will break down the 11 biggest call center trends and how these trends might affect your business and its call center.
How far has call center technology gone?
Although answering services originated in the late 1950s, it wasn’t until the 1970s that call centers began to spread rapidly.
They quickly became a core function of commercial sales strategies and customer service functions.
The call center relies on a wired PBX (Private Branch Exchange) network.
A physical PBX is much cheaper and more flexible than setting up a separate phone number for each operator, but a physical PBX means thousands of yards of copper wiring, junction boxes, network operator connections, central server systems, and PSTN connections.
Now, the situation is different.
VoIP (Voice over Internet Protocol)
As companies expand their business scope and expand into an increasingly globalized market, long-distance phone costs are increasing rapidly.
Therefore, it is not surprising that companies of all sizes accept Voice over Internet Protocol (VoIP) wholeheartedly.
VoIP is essentially an Internet-based version of the traditional hard-wired method, which enables call centers to connect with people all over the world.
The bandwidth of modern Internet connections also allows the system to handle more calls at the same time.
Moreover, this will not lose any function of the PBX, and the agent can receive calls from the same number and network.
VoIP technology has become the standard for most call center applications.
2. Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is essentially an intelligent computer-operated telephone system.
Have you ever heard of “Press 0 for manual service”?
This is the running IVR.
But in 2021, the system will not stop there.
Now, it can use advanced voice recognition capabilities, enabling callers to interact in more complex and useful ways.
How can IVR help your business?
Easily route to the agent who can help the caller most, enabling you to provide a clearer customer service experience.
The ability to handle high call rates through queuing and callback options.
Personalized greetings and pre-recorded reminders can enhance your brand message.
Problem-solving is more efficient, because the agent answering the call is more likely to help.
By eliminating the need for manual call processing procedures to target callers, it reduces expenditures.
You can even prioritize the call based on its value to ensure you provide first-class service.