Last 5 years, changes in the Contact Center Industry

As you all know, our working mode has drastically changed as technology evolved and following the hiv-19 pandemic. Let’s see what changes in the contact center industry with Prashant Sharma, the current Country Manager for Spearline’s Ahmedabad office, being asked a few questions.

Let’s see the dialogue with Prashant Sharma during the Engineer’s Day celebration in 2019.

Let us know your personal and professional background before discussing the contact center Industry.

I recently accepted the opportunity to relocate to Ahmedabad to become the Country Manager at Spearline. I started with the job description, where my primary aim is to supervise all Spearline India office operations while working on the plan to expand three different departments in India. All departments with smooth and productive processes are the product of my hard work as I become the spokesperson for Indian operation’s top management.

Customer service center

What has the Contact Center Industry changed over the past five years?

Businesses these days cannot do without the Contact Center Industry, which has recently made the Contact Center Industry be in the higher part of each business. It provides the medium by which companies and their end-users interact regularly. The best part of it is that it is economical and profitable. A lot of improvements have been made globally concerning contact centers as technology is advances. These changes were quite drastic over the past five years. The KPIs have become the priority for organizations in these last years as they channel their concentration to customer satisfaction and experience with a low-cost budget.

Testing for audio quality and connectivity is what the Spearline platform offers as support to contact centers by supervising their global number. Doing this resulted in a cost-effective, reasonable, and improved customer experience, leading to drastic growth in the industry’s business. The old technological method of the contact center has fizzled out as the contact center is now cloud-based. It has become very economical and provides less risk than any other recently-available method. Over 70% of organizations have chosen the cloud-hosted contact center solution by 2018. 

These past five years have become tremendous years of growth for contact centers. The Philippines and India are topping the chart, thereby taking the Asia-Pacific region off the chart. They were previously the most preferred place for setting contact centers by many companies.

What kind of challenges have contact centers approached you?

The contact center’s major challenge recently has been proper interaction and customer satisfaction. Customers prefer being attended to by authentic voices and not robotic automation and Artificial Intelligence.

The result from customers shows that they have a lesser chance of leaving feedback for contact centers and their services. But this is appalling because it will aid their improvement and development of their skills.

The use of social media has become a key priority of contact centers to advance their skills because it has been the endpoint of every end-user recently. 

Final Words

Generally speaking, the primary focus of contact centers is customer experience. This is what companies like Spearline try to provide solutions to through by their development of innovative technology. This will significantly improve global communication as both qualities of call and phone line connections are tested.

In the end, the customers of the call centers and staff will be satisfied. Time will be saved, and costs and expenses will become minimal.


Workings and Functions of contact center

Nowadays, the contact center or customer service is an essential help for the customer. Every day devices and systems change because of the internet and new technologies. For this reason, some problems could occur because of updates. Hence customers are always looking for practical and fast help. The best support contact center is structured in multiple connected sections, creating a solid team to improve the service. The contact center aims to help solve problems with devices. It also teaches customers how to use a machine or a platform. For this reason, different channels have different abilities to improve customer communication.

Network Operator, Service Provider

There are several customer support types. To be the leaders in their sector, some companies have improved their contact centers to support every customer. They can give easy access to all kinds of information from any device.

Different customer support types

1- Phone
Many people hate the company phone number simply because they think being redirected to another person wastes of time. However, the phone is the fasted method to resolve problems because it guarantees the possibility to correctly explaining the issue to the agent.

2- Text Messages
Text messages are the perfect solution to solve minor issues. The customer types the problem, and the contact center will immediately solve it or give him instructions on how to fix it.

3- Email
According to the customers, email is the best way of communication. Unlike short text messages, emails could contain longer text and some pictures and files to be more transparent. On the other side, the customers still have to wait because the first mail is generally delivered from the system and is usually “Thank you. Your question will be processed, ASAP you will receive an answer”.

5- Self-service
Some simple problems could be solved directly by the client. This option is available via self-service, avoiding the contact center. It is a community where customers post videos, instructions, experiences, and other helpful information.

6- Social media
Social media makes everything easier. Instead of sending an email or call, the customer can write a post or tweet. This option is suitable for minor problems or clarification.

7- Live chat
This is a valid alternative to the long queue at the contact center. Live chat is fast as a phone call, and the customer can easily explain the reason for the problem. The chat is launched by a widget placed on the company web page.

Aims and tasks to accomplish for a contact center

Next to the systems used to communicate, the contact center has several aims and tasks to offer the service at its best as there are different tasks. Firstly, it is necessary to help the customer guide him through the system related to the device and the customer service itself. Communication becomes a vital pillar in this relationship. It is well known that personalized communication suited to different clients can successfully help the company’s growth in a short time.

As well as communication, the positive experience plays an important role. Because of this, it needs to be tailored to the customer’s personality. However, some questions and problems could take some time to be answered and fixed. It is necessary to be close to the customer during this long wait and to be able to provide quality answers to all their questions.

As we have analyzed, the contact center could operate through different channels like phone, chat, mail, etc. Nevertheless, attention to the clients should always be placed in the center. Katrium is a leading company in this sector. To discover more, visit our call center and contact center services website.


Types of call center customers

The daily business of call center employees contains interacting with the most diverse customers. A characteristic of this business field is to meet different customer needs. Leaders know the various types of clients their employees have to deal with. Therefore, they will be prepared for the challenges of delivering value to every customer.
Here you can find some of the most common call center customer types.

Customer, Service, Care, Call, Support, Center, Client

The refusing customer

An opposing client doesn’t hide his character. They communicate passively through offensive comments. This type of customer is not used to interacting pleasantly. Mostly they call a call center because they are unsatisfied with their current situation.
Dealing with the refusing customer:
Try to put yourself in their role. Stay calm at all times.
Consider problem-oriented solutions.
Act customer friendly and keep the conversation on a professional level.

The favorable customer

A cheerful call center customer begins a conversation with a pleasant welcome. In common, it’s easy to communicate with them. If the consultation were made grand, you would receive positive feedback.
How to deal with positive customers:
Let them understand that you value their feedback.
To improve further conversations, you should record feedback.
You should remember to be a professional agent and lead the conversation during the call.

The disoriented customer

This type of customer is difficult to understand. They feel helpless and not familiar with the service they purchased. Under these circumstances, they need an exact leaded conversation.
Ask your questions in a logical context so that they can follow you.
Make sure that every step you take will be beneficial.
The customer should feel supported with his problem.

The smart customer

The intelligent call center customer is self-confident and believes in knowing everything. They trust their opinion. The customer will probably correct you, be prepared for this.
Maintain your leading position in a pleasant way
Positively transmit constructive criticism.
If information sounds incorrect, check it twice and avoid misunderstandings.

The timeless customer

Be aware that the facial expressions are also audible in the voice
Try not to stray from the subject
Please give them the feeling they listen and don’t hurry up.

The undecided customer

They are not comfortable with the situation. Communication problems can occur. So the agent needs to find the correct information.
Ask questions that can be easily answered.
If the customer needs help understanding you, take the time and ask your question multiple times.
Also, be professional through difficult conversations.

The frustrated customer

This type of customer acts emotionally, feeling misunderstood and wanting compensation. During the conversation, it might come to differences of opinion. Only some solutions will fit them.
Give them space to complain. Keep a calm voice.
Keep the conversation on the topic.
Be tolerant, but don’t let the customer control the conversation.

The relaxed customer

Aware of the need for your help, clients from this category are willing to follow your instructions. There is a strong belief in your competence, and discussions are undesired.
Identify the customer’s attributes to deliver a tailor-made solution.
Monitor the conversation and encourage the customer.
Do not be afraid to take a diversion. You want to satisfy the customer and receive positive feedback.

The customer with high expectations

You must provide the customer with a perfect solution that exceeds their needs. Some of these customers tend to take control of the conversation—a self-confident customer.
Put yourself in their situation, and make clear you have understand the problem.
Lead the conversation. Present yourself as a highly-skilled agent. Show your knowledge.