Call Centre Technology

Call Centre Technology

9 June 2017

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In my previous blog, I discussed the many technical roles that are available within a contact centre. There are plenty of opportunities to put IT and analytics skills to good use. This will continue to be the case throughout 2017, as the industry increases the amount of technology it utilises to deliver a high standard of customer service.

This year is predicted to be a particularly high-growth, high-profit year for the contact centre market. Businesses are investing in new technologies that will contribute to this increased productivity. Currently, there are more than 6,200 contact centres in the UK, and more than 4% of the country’s working population are employed at contact centres, with that number increasing annually. Consumer-led demand for 24/7 services has seen the introduction of services such as live chat and virtual outsourcing.

Here are just some of the statistics about contact centre tech for 2017:

  • 17.2% of inbound interactions to contact centres are via email.
  • Telephony volumes will decline, being below 65% of total contact centre interactions by 2020.
  • Mobile customer service app penetration will grow to 60% by 2020.
  • 20% of businesses using a workforce management system are looking to replace it.
  • 1 in 4 UK contact centres are looking to implement web chat in the next 12 months.
  • Where used, 28% of call routing functionality is deployed in the cloud.

These make for interesting reading as contact centres move away from the traditional 9-5 telephone answering service to a multi-platform, 24/7 service. So, how are contact centres making this transition?

Using social media

In recent years, social media has been the method of choice to ask questions or make complaints, compared to phone, email or face-to-face interaction. Almost one in five adults state that social media as their preferred form of direct communication. Businesses can utilise social media to keep track of customer complaints and feedback.


For minor customer issues that don’t require a lengthy conversation, customers are requesting alternative ways to resolve issues themselves. Many customers would simply prefer to attempt to fix things themselves, using the information provided. Consumers often find tools such as video tutorials, detailed FAQs and self-service portals preferential when seeking a resolution to a problem. Investing in a smooth and user-friendly customer experience is one of the best ways to generate customer loyalty.

Call recording technology

Contact centres will soon be moving beyond the automatic call technology that was once standard procedure. Many will develop new automated tools to help satisfy customer demands. Given that almost everyone has a smartphone these days, contact centres are likely to develop compatible smartphone services, apps and tools that will be used by both the employees and the customers.

Omnichannel delivery

Customers want service in an instant, and are likely to spend time searching for tools that will provide instant answers with the quickest response times. Omnichannel tools combine all support and communication channels (email, telephone, text, social media etc.) into one hassle-free experience for the customer.

If new technologies have changed your staffing requirements, I would love to help you source great new talent. Click here to see my details to discuss your recruitment needs. 





Written By Cheryl Stobo


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