Did you know that live call monitoring can effectively train agents, improve best practices and increase the overall efficiency of a call center? If you plan on outsourcing call center services, you will need to choose a call center that offers live call monitoring. Find out why.
When global enterprises outsource call center services, they expect quality customer support services. What better way to ensure quality customer support, than live call monitoring? Live call monitoring refers to the process of listening to an agent and caller in real-time, to ensure that quality standards are being met. When outsourcing, be sure to choose a service provider that offers this feature.
Over the years, trends in the call center industry have always been changing. This is because of the constantly changing expectations of customers. Today’s customers are more demanding and they want vendors to be more accountable. For example, telemarketing which was immensely popular in the past is no longer an attractive option, as the customers of today prefer being contacted through an email or via an application on their Smartphone. Call centers have to come with new strategies if they want to attract new customers and retain existing ones. Read on to know more about the top five trends in call center services:
1. Cloud computing
The use of cloud computing in customer services is one of the newest trends in the field. Whether it is telemarketing or customer service, customers want their project to be handled with the latest in technology. With the aid of cloud computing, BPO companies can cut down on server costs, complete work efficiently and enjoy cost benefits. For call center companies, this trend is preferable, as they can provide high quality customer support, at a low cost.
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