Does the call center still have a future?
Customer relations are currently at their peak. And as proof, call centers are flourishing in major offshore destinations such as India, Madagascar or Mauritius. However, the sector is now in direct competition with new technologies such as artificial intelligence, which leads observers to wonder about the future of call centers .
The call center boom
In their quest for performance, companies place major importance on customer service. This is why they use the services of specialized providers to carry out this process.
Also, to meet this growing demand, customer phone number library relations giants such as Intelcia and Euro CRM are launching into offshoring and turning to destinations known for their qualified and attractive workforce.
For example, Mauritius has more than 400 call centers. Madagascar , for its part, has nearly 200 offshore companies.
Unlikely future of call centers?
Although the sector’s prosperity is no longer in doubt, some observers claim that the future of call centers is uncertain. Self-care, for example, allows customers to find solutions to their problems themselves, without calling on after -sales service . Similarly, they can now use the Internet to help them by consulting FAQs or forums.
Consumers will thus be able to save on their telephone packages by avoiding calling customer service and the resulting inconveniences: waiting time, call transfers, lack of responsiveness of telephone advisers, etc.
Since consumers are now able to tərif bulud hesablama easily find solutions to their problems, call centers are required to offer the “best” in customer satisfaction to improve customer retention. Hence the constant pressure on offshore call centers to provide quality support.
The arrival of artificial intelligence (AI) has not improved matters
New technologies also represent canada email lead a threat to call centers. Moreover, it should be noted that many companies are currently launching chatbots to improve the customer experience. These conversational agents are responsible for dialoguing with Internet users on predefined rules and dialog scenarios.
Today, artificial intelligence (AI) based on machine learning (ML) is progressing by leaps and bounds and can analyze the questions asked, and even understand the feelings and emotional state of the Internet user. So much progress that makes the future of call centers uncertain.
