Contact Center Industry: Changes Over 5 Years

Contact center industry has adapted to a lot of changes due to changes in working methods and technological developments following the hiv-19 pandemic. Let’s take a look at what’s changing in the contact center industry and ask a few questions to Prashant Sharma, current Country Director of Spearline’s Ahmedabad office.

Personal And Professional Background

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

I recently accepted an opportunity to relocate to Ahmedabad as Country Manager for Spearline. I started with a job description where my primary goal is to direct all Spearline India office functions while working on a plan to expand three different departments into India. All the departments with smooth and productive processes are the result of hard work when I become the spokesperson for the senior management of the India operation.

Changes In Contact Center Industry Over 5 Years

Businesses today cannot survive without contact center industry which has recently become superior in every business. It provides a medium through which companies interact with their customers regularly. The best thing about it is that it is economical and profitable. Globally, many improvements have been made to contact centers as technology advances. These changes have been quite drastic in the last five years. KPIs have become a priority for organizations in recent years as they channel their focus on customer satisfaction and experience on a shoestring budget.

The Spearline platform provides support for contact centers to test voice quality and connectivity by monitoring their global number. This led to a cost-effective, reasonable and better customer experience, which led to a drastic growth in the industry’s business. The old technological method of the contact center has become obsolete when the contact center is now cloud-based. It has become very economical and offers less risk than any other recently available method. More than 70% of organizations have chosen a contact center solution for cloud services by 2018.

These past five years have become years of tremendous growth for contact centers. The Philippines and India top the list, displacing the Asia-Pacific region. They used to be the most popular place for many companies to set up contact centers.

Challenges Of Contact Center Industry

What kind of challenges have contact centers approached you?

The contact center’s biggest challenge recently has been proper interaction and customer satisfaction. Customers want to receive authentic voices, not robotic automation and artificial intelligence. Customer results show that they have fewer opportunities to give feedback to contact centers and their services. But this is appalling because it helps them improve and develop 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

In general, the main focus of the contact center industry is on customer experience. Companies like Spearline are trying to offer solutions to this by developing innovative technology. This significantly improves global communications, as the quality of both call and phone line connections is tested. In the end, the customers and staff of the call center are satisfied. Time is saved and costs and expenses are reduced.