Call Centers Need to Evolve With Customer Expectations


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A company’s primary goal may be to sell, but to do that, it needs to please customers one way or another. Some people make the mistake of thinking it is businesses that make the economy go round, but the truth is it is the customer who holds the power.

Today’s consumer is evolving at a rapid pace thanks to technology and the internet, and every section of the business world, such as call centers need to adapt quickly.

The Importance of Call Centers

The call center industry will not get left behind, even though some companies have not adapted to today’s demands. The reason call centers will grow with customer needs is because they still play a major role in customer satisfaction, which is important for business.

Good customer experience through call centers seems to boost sales, which is the reason businesses are going to continue to fund these centers. Still, the call centers that are able to see the writing on the wall and adapt to what customers need today are going to be the most successful later on.

What do Today’s Customers Want?

Technology has definitely driven customer expectations to new heights. It is important that call centers take note of the following new needs:

Omni Communication

Technology has allowed customers to switch between devices and modes of communication seamlessly. A company’s communications team needs to take this into consideration as they attempt to catch up with customers’ needs. Consumers are looking for a company that can effectively communicate through call centers, web chats, emails, social media, and other mediums.

Using AI to meet customers through these modes of communication is helpful, but keep in mind that the AI technology needs to be top-notch. Customers have been using these types of technologies for sometime and know the difference between good AI and an ineffective one. It is also important that all of these modes of communication can be accessed when needed, especially during a live call because customers expect businesses to pay attention to everything.

Human Interaction

It is easy to think that today’s customers are fine with chatbots and other AI-based conversations, but that is not the case. Today’s customers still want to have conversations with real people, especially when the complexity of the issue requires detailed answers. On the other hand, it is important to point out that call centers are expected to respond quickly and have answers to all the questions. Are customers getting spoiled by Google, where every question is answered instantly? Maybe, but they still value a human touch, and someone who can listen to them. That is why a proper mix of real human interaction and automation is the right answer, and it usually comes in a form of call center knowledge management system.

This system helps call center agents look for answers very quickly using cloud-based shared files. Being able to answer quickly allows call center agents to move on to the next customer, which is pretty important for businesses that want their customers to feel taken care of. Delays in answers are sometimes seen as poor customer service, and that could dramatically affect a business’ reputation, especially if the customer chooses to share his or her experience online. It is no secret that online reputation can make or break a company, so this is a good thing to pay attention to.

Service Expectations

The expectations of the customer has risen considerably; not only do they want businesses to answer them through all sorts of communication mediums, but they also want them to be available at all times. Customers now expect businesses to bend to their needs and not the other way around.

This is the reason businesses need chatbots and call centers that are available all the time. It should also be pointed out that customers hate to be on hold too long. Today’s technology has made people even more impatient than ever before. No one is saying they won’t accept some wait time, but most customers do expect this wait time to be relatively short.

There is no telling what more customers will expect from businesses, but it is clear that businesses are going to have to grow with those expectations. Yes, this might be challenging at times, but a company’s customers are worth the effort. A company’s continued success depends on pleasing its patrons.

Philip Piletic
I have several years of experience in marketing and startups, and regularly contribute to a number of online platforms related to technology, marketing and small business. I closely follow how Big Data, Internet of Things, Cloud and other rising technologies grew to shape our everyday lives. Currently working as managing editor for a UK tech site.


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