In a recent article, David Greenberg discusses how call centers are constantly trying to stay up-to-date with their technology and their service in order to satisfy modern customers. He goes into detail on the following five trends that will help call centers evolve and provide service that customers are looking for:
1) Build meaningful collaboration into the way agents work and solve problems.
2) Mine a workforce with a propensity for high job satisfaction.
3) Get the advantages of highly skilled workers who also understand the culture of their audience.
4) Embrace a customer centric-culture.
5) Prepare to manage cost in context with call flow and flexibility.
To read the explanations behind these five trends, please click here.
The Benefits of Call Centers with Remote Agents
Greenberg discusses valuable points that can help call centers have success in the modern world, but #2 is one we’d like to focus on specifically for this article. Greenberg discusses the high turnover rate in the call center industry and shines a light on how call centers can make jobs more appealing to people, which would reduce overall attrition. In trend #2, Greenberg writes, “Call centers offering access to virtual agents have solved many issues, from cutting out commute time to offering radically flexible schedules and self-directed management of their independent businesses rather than heavy-handed employee supervision. Virtual agents are more likely to feel engaged with their jobs and stay longer.”
Many call centers are utilizing virtual, or remote, agents these days, and it’s paying off big time. When you remove the hectic environment from the equation, a job as a call center agent becomes much more appealing than in traditional call centers. Add to that the fact that remote agents won’t have as much to deal with in terms of micromanagement, it’s clear to see how call centers can reduce attrition rates by hiring remote agents. However, having remote agents does more than reduce attrition; it also benefits the call centers and the companies that work with them.
Call centers with remote agent capabilities typically leverage cloud call center software, which helps reduce the costs that come with traditional call center agents. In addition, call centers are able to hire thousands of remote agents on staff that are college-educated with extensive customer service and sales experience, which greatly improves scalability and customer experience levels. Remote agents can easily meet clients’ exact agent hiring profile because the call centers have a larger pool to draw from. These call center remote agents are trained with award-winning eLearning programs and receive certifications to guarantee a high-quality customer experience.
Companies may be concerned that call centers with remote agents might have less security, but the reality couldn’t be further from the truth. Call centers with remote agents take high-security measures with remote monitoring, multi-level authentication, regular agent system audits, and a variety of other methods to ensure the companies and their customers are safe. On top of these security measures, remote call centers are compliant with PCI, HIPAA, and more. Call center remote agents can help companies in many industries including telecom, consumer products, retail, financial services, healthcare, travel & hospitality, and more!
This blog post is based on an article from CustomerThink. To read the original article, please click the link below:
Top 5 Most Impactful Call Center Trends – David Greenberg
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