5 Major Call Center Trends We’ll See In 2020

Call Center Trends Going Into 2020

Bay Are Live Virtual Receptionists for lead captureCustomer service is one of the most important aspects of any business — yet at the same time one of the most overlooked?

In short, surveys show that 77% of customers are tired of receiving a negative customer experience and 91% of them only buy from the companies they trust?

These stats show a lot of things. Most of all, they show that poor customer service leads to many lost customers, lost revenue and a damaged reputation. So, how can you adapt to the current business climate and offer the best customer experience and support?

Whether you are a call center or want to hire a call center for your answering needs, here are the five major trends that are shaping businesses in the customer service industry.

1. Omnichannel Support

Omnichannel has been a big trend in marketing ever since 2013 and the shift to a more customer-oriented model. If you are new to it, it’s basically an approach which treats each customer experience as a single journey — all while the entire group of channels work together to solve it in every step of the way.

In the call center industry, adopting omnichannel supports means creating a presence onsite, online, on social platforms, email, phone and pretty much every location where the customer wants to instantly contact you.

2. Ticketing Systems and CRM Integration

Help desks and ticketing systems are the bridge to organizing information at the right time. They are also a great way to assign, redistribute and collaborate to gather information quickly. This is what makes them more productive and what creates a better experience for each consumer.

For call centers, ticketing systems and CRM integration services ensure that every customer is tracked in a more efficient manner and that everyone in the organization knows where the customer is in the entire sales and service lifecycle.

3. Personalization

In 2020, everything is getting more personalized. From social media to websites, even call centers are shifting to a more personalized presence and services that are more customized to the type of customer, their unique needs and their expectations.

4. Customer Journey Management And Mapping

Technology nowadays revolves around using big data to drive the customer experience and shape services around it. By analyzing data such as personal information, demographics and type of caller, call centers can use the results to map out common situations.

On a larger scale, the customer journey management process is vital to solving the existing problems and identifying new ones.

5. Analytics And Customer Insights

By employing data-driven insights, the call center can analyze and make decisions. However, the prior customer input needs to be mined before that and used as a lesson to improve the processes for current customers.

In Summary

The big lesson here is that the future of customer service and marketing is proactive and more customer-focused than ever before. Learning more about customers, their habits and what information they need is what will set the best telephone answering companies and call centers ahead of their competition. 

By employing technology, adapting to your customers’ needs and making use of data, you can advance and be ready to meet and overcome your client expectations.

Here at Direct Line, we work with a variety of professionals across many different industries. We strive to become a one-source solution for your telephone answering needs. Contact us today to learn more about our services! 888-365-2424




We are the perfect extension of your business.

Contact us today to learn more about our services, at 888-365-2424.