Call centre staff predict changes for 2016 and beyond


Callcentre Helper magazine asked its readers, call centre managers and staff, to predict the changes that will affect the call centre industry in 2016 and beyond.

Traditionally call centres have been housed in large rooms with operators seated at workstations. With call centres increasingly using cloud based VoIP phone systems, operators need not be tethered to one space. They can handle customer service needs from any location, or could be home based. Technology is now available to allow supervisors to manage teams of call centre workers spread over several locations.

Though call centres will still be available as a contact channel, 2016 will see the increase of text based channels such as webchat, social media and messaging. Video calls could play an increased role in interacting with customers.

Humans will still be needed in 2016, though the development of artificial intelligence systems could mean that sometime in the future they could replace human assistants.

Many call centre automatic systems ask callers to use their keypad to choose options so that the call is passed on to the relevant department. 2016 could see the adoption of systems that do away with numbered choices. Instead, questions are asked and voice recognition software interprets the answers to route the calls.

This year could also see increased development of knowledge management systems that suggest answers and information for customer service personnel to pass on to customers. These systems will make all the information that an agent needs to resolve a query more easily accessible.

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