Thursday, November 10, 2016

Current Trends Impacting Call Centers

More and more companies are starting to use call centers in Tijuana to outsource some of their core tasks. In order to have success when working with these centers, there are different trends you need to be aware of.

Mobile Support

You’d be hard-pressed to find an individual without a smartphone today. They are used by everyone, it seems, and you need to utilize mobile support when working with call centers. Every part of your communications should be mobile-friendly, whether it is chat, email, or even video conferencing. No matter where your customers are, they should be able to get in touch with chat agents to have their problems solved as quickly as possible.


Despite the high volume of calls you have to take on a daily basis, you still need to make sure every call is personal. This makes the customer feel welcomed and helps build a rapport right away. There are many ways you can personalize the communications with your customers.

Call center agents, for instance, can greet each customer by their full name. This sets the stage for the rest of the conversation. Using call prompts is great for speeding up time and working at an efficient rate, but sometimes you need your call center agents to ad lib the conversation. This helps them come off as more genuine, which is important for establishing trust.

There are many trends sweeping the call center industry. It is important to stay up on these trends not just so your company can be successful, but for communicating with customers in a user-friendly manner.

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