Is call center automation acceptable in an age of personalization?

Faith Ocampo Published on September 11, 2015

robot-android-call-center-customer-service-representative
Consumers have raised their standards about what it takes to deliver outstanding customer support. They want companies that provide fast, easy, and readily accessible services. And with thousands of similar products in the market, people are quick to switch to brands who can fulfill their satisfaction.

Brands are responding to these complex preferences by mixing up a variety of customer service approaches. Among them are two contrasting concepts: personalization and automation.

A personalized customer experience provides brands an opportunity to outshine competitors. By utilizing human interactions, businesses can offer something unique or add bigger values to people’s lives. At the other end of the spectrum, however, is automation. This approach makes use of customer-serving machines and software tools to provide speedy problem resolution to customers.

But in an age where everyone’s looking for genuine concern from brands, can call center automation do the trick? And if so, to what extent should you automate your services?

What a personalized customer experience really means

Analytics, market research, and the human touch in customer service all play a role in making customers feel valued. And if entrepreneurs succeed in connecting with people on an emotional level, it’s an automatic ticket above a crowded marketplace. It may be challenging to find out what drives the market’s purchasing activities, but doing so would help build the context that, for managers, serves as the vantage point of understanding their customers.


male-customer-service-call-center-agent-with-USB-port-forehead
The entire point of providing a personalized customer experience is to build client-brand relationships that last. We all like to be treated as individuals, and this is the very reason why it builds loyalty. For example, people tend to remember the names of their favorite hairstylists, barista, or car mechanic; yet most of us are clueless about the people behind our cable company, Internet provider, or credit cards. It s all because hands-on jobs provide business professionals a personal encounter with their customers.

This is what personalization aims to remedy. Making customers remember your name, not just as a brand but as a part of their social lives, is the first step in creating lasting customer relationships.

The role of automation in call centers

Personalizing customer support can take up huge chunks of your time, and this is one of the reasons why call center automation blossomed in the outsourcing industry. Automation is largely a result of how processes are becoming increasingly digitized in a highly tech-oriented world. Contact centers utilize the power of machines to shorten calls and eliminate repeat transactions, both of which increase productivity levels.

But will this cause your customers to turn away from you?

It’s important to understand that some customers do prefer self-service and only get in touch with call center agents as a last resort. It’s best to say that even the decision to automate depends on your market.

In a nutshell: segregation or integration?

What then is the best form of customer support? Should you deliver your services through purely personalized human communication or through machine-delivered interactions?

If you can make it work, integrating the two customer service approaches will allow you to present options to your clients. There’s more than one way to use automation in call centers, and if you create a mechanism that backs up your personalized services, this will keep your business customer-centric. Remember that more than the latest trends, your customers dictate your success.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 8 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 8 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 8 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 9 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 9 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO
Open Access BPO 13 days ago
Reposted from @tdcxgroup

We’ve made yet another bold move.

Just last month, TDCX Group launched Chemin to help the world’s most ambitious companies realize their AI goals — faster, safer, and smarter.

To accelerate our ambition, the Group has acquired SUPA, a cutting-edge data annotation platform known for its agile, gig-powered model and elite talent network.

SUPA will now be part of Chemin, as we make moves to deepen our ability to support everything from training foundational models to safeguarding mission-critical AI systems.

“The future of customer experience is AI-powered, and AI itself runs on increasingly complex, curated data. SUPA brings us the right capabilities and talent frameworks to fuel that future. By embedding SUPA into Chemin, we’re doubling down on our ability to support enterprise and frontier AI labs with world-class data operations,” says Laurent Junique, CEO and Founder, TDCX Group.

As the demand for precision, scalability, and human-in-the-loop intelligence grows, we look forward to delivering the kind of nuanced data interpretation and domain expertise today’s frontier AI requires.

Slide into our inbox — we speak AI.

Tap the 'Press Release' link in our bio for more details.

#CX #Outsourcing #AI #EnabletheFuture