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.

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