Call center industry contributes 1% of the GDP to the Indian economy, so the government is always keen towards regularizing the norms and opening newer and broader realms for more players to land up in the market and thrive. Such leniency has given more opportunities for players from Indonesia, Philippines and China to open up in India. Such a trend is both a challenge and opportunity, on the challenge part, there would be a tough competition simmering among different providers and at the same time, call center software solutions would provide them the edge to fight with the competition. At the same time, for the customers it will be a done deal with more competition harboring lesser rates and better opportunities. But fighting with competitors who are having sophistication and technology that surpasses the normal indigenous players becomes a tough ballgame. So, if you are engaged in call center industry and you want to give a fitting reply to these players who are landing in an alien country and they are taking the pie in the share that belongs to the indigenous players, in that case, you will have to adopt to the latest trends that are simmering in the call center industry.
Some Trends In the Call Center Software Solutions
Browser Based Call Center Solution
Browser based call center solution would provide better flexibility and scalability option. The best part about this technology is the implementation and functioning. You can easily integrate the technology and deploy it for the use to the fullest. This browser based call center solution also allows one click integration with the CRM. So, your staffs donât need to have technical expertise to use this software solution.
Call center software solutions nee
ds to be ergonomically designed and prudently planned for providing the right dynamics that can help them garner maximum results. So, if you are able to get the best solution when it comes to integration and you are able to integrate help desk, e-platform, live chats, video calling and other solutions in the communication dynamics, in that case, it will have a better impact that would totally transform the dynamics of the call center that you have deployed. So, if you are vouching
for this technology, in that case, you will definitely have the best experience to give the best results to the management and consumers.
This year would come up with more plug-ins, integration to revolutionize the service experience. It would be imperative to centralize the control and ensure that information gets disseminated across different centers. A better consolidation and centralization
would enable better service delivery and customers would be able to get the best results once they are getting the advantage to be answered by a local operator.
Merely procuring the data would not be the end of the competition; rather, the competition would be started w
hen those data are able to reach the work force at the right time. Forecasting calls, scheduling the information would allow the call center to improvise their business deliverance and increase the customer satisfaction level by huge margin.