Trend predictions for 2014 suggest companies that are outsourcing call center and IT services to start upping their services by conducting those in channels other than the traditional ones.
Here are three trends that might shape call center outsourcing in 2014:
• More self-help options will emerge
Call centers will reduce call volume by diverting customers with light queries and requests to other channels, such as the company website and social media pages, where answers are readily available. In addition to FAQ pages, instructional videos and customer service apps will be promoted to encourage customers to solve issues without letting the public know about it by posting on the brand’s pages.
• Video support will be used more often
More companies will take advantage of video chat tools like Google Helpouts to help customers understand explanations of solutions better. This may also be used to generate publicity and boost interaction. In Google Helpouts, companies can hire celebrities or experts to do the explaining in front of the camera.
• Mobile apps will be used for customer service
To further take away drama and complaint from the brand’s public pages, mobile apps will be launched to let customers send a direct query to the company or ask for a callback from its customer service representatives. Apps can have additional features such as downloadable how-to videos or user manuals.
The IT segment of the outsourcing industry went through ups and downs in 2013, and these may be how this year’s trends will influence IT outsourcing in 2014:
• E-commerce websites will be mobile-ready
More businesses will put higher importance on their website’s mobility, as a large portion of the buying public prefers to conduct e-commerce transactions using mobile devices like smartphones and tablets. Websites will be made more responsive if viewed using a handheld device so that online shoppers will not be prompted to leave the site.
• Outsourcing clients will want more control
Clients will look for more control over the IT services they outsource. Service-level agreements will be better-defined, and clients will demand to know whether they are getting the results they want. In 2014, expect more business to trust their projects to outsourcing firms with a straightforward and transparent management.
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