In this scenario, consumers have become more demanding and are taking control of their businesses. Today, they are the ones who dictate the rules. The reason for this is linked to the era of Marketing 5.0 , the moment we are living in, in which customers understand that technologies are present and part of our lives, and can chinese overseas america database change our reality.
As a result, the 5.0 consumer ends up emerging, during these transformations, with a profile of behavioral habits that are more immersed in technology. In other words, it is a generation that understands that everything is linked to new tools and that, consequently, all actions within society are geared towards them or are carried out using them.
Furthermore, with the recent global impact on global health, people have started to purchase and consume much more online, due to mandatory social distancing. Therefore, this new characteristic is added to the current customer profile.
And according to a survey by Zendesk , 65% of people surveyed say they want to buy from companies that offer fast and easy online transactions. Additionally, 75% of customers are willing to pay more to buy from companies that offer a good experience.
Therefore, by understanding the impact of events and new tools on human behavior, it becomes easier to understand why innovation is emerging in these areas and its importance. If you do not want to follow through with the changes and apply them to your business, your consumer may no longer purchase your service or product because it does not meet their current needs.
So, understand what the main innovation trends in the call center are below.
Main innovation trends in the call center
After understanding the importance of call center innovation trends and how they can impact your business, check out some of the new transformations within the market and prepare to better serve your customers:
1- Customer data security
Since 2018, when the General Personal Data Protection Law (LGPD) came into force, large businesses have realized that, in addition to complying with the law, protecting customer data is more than just a duty.
Unfortunately, data attacks on renowned companies have become common and regular, and therefore it is essential to establish new ways of protecting the data of your brand's consumers.
A report by Trend Micro Brazil , in partnership with the Ponemon Institute, revealed that around 80% of global organizations are at risk of suffering data breaches with a high probability of affecting their customers' information.
Not only big brands suffer from potential attacks, but micro-businesses too. According to Clear Sale's Fraud Map , attacks on this type of business grew by 102% in 2021.
Furthermore, according to a study by Zoho, a business software and applications company, published in Valor , 48% of respondents said they would stop buying from a company if they knew it had suffered a cyber attack. Therefore, these leaks can impact the brand's reputation, damaging the opportunity for new business.
Therefore, it is extremely necessary to use tools, software and solutions that guarantee this innovation in the call center for your business. This way, you will be able to offer the best product or service with quality, safety and reliability to your customer.
2- Omnichannel service
Omnichannel service is an evolution that was slightly introduced in Customer Service (SAC) 3.0, but which has intensified in SAC 4.0. In any case, it is a new way of providing customer service in a connected and centralized manner.
In other words, it is a tool that allows all of your company's customer service channels, including telephone, chatbot, email, social media, apps and phone, to be integrated in one place. This facilitates and speeds up the customer service process, which is a requirement of today's consumers, who are increasingly interconnected in online environments.
Another advantage of this innovation in the call center is that, with it, your business will have a much greater chance of offering the best experience throughout your consumer's purchasing journey. Building loyalty, retaining and connecting your customer with your brand, turning them into fans.
3- Callback
Callback is a call feature that helps companies not miss any potential contacts they might receive. It works like this: if a customer calls your call center but your agents are already busy with the volume of calls, you can configure this feature on your platform and you will be guaranteed that, within a short period of time, an agent will return the call when they are free.
This innovation in the call center is very useful and important because it allows your company to offer a good experience to the consumer, providing contact and resolving any possible doubts that the consumer may have, even on days when the operation has a high volume of contacts.
Furthermore, the Average Waiting Time (AWT) rate, an important indicator for telephone service operations, is reduced because the customer no longer has to wait for several minutes to be served. Another metric that also benefits is the Average Service Time due to the same concept: reducing the time the customer waits to receive complete service.
What to do after understanding the main innovations?
Now that you know the main trends in call center innovation and the impact of applying them to your business, create strategies that highlight these new solutions. This way, your customers will see that you are concerned about their needs and that you are always up to date with technological changes.
Atende Simples, a cloud-based telephone relationship platform, is a complete and robust solution that can offer several innovative and modern resources for your customer service operation. Contact our experts and learn more about our product.
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