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Digital transformation in contact centres…

Digital transformation has changed industries across the globe, and the contact centre industry must adapt to the new digital trends and transform accordingly to meet customer expectations.

If you are in the contact centre industry, you will have noticed many modernisations in this sector in the past few years. The industry is responding to customer and client expectations to provide them with advanced services and solutions that streamline their business processes. With the rising number of contact centres in the world, the thrivers” will be those that are able to adapt digital transformation and take it a step further.

Contact centres have always been an industry that uses cutting-edge technology for themselves and their clients. In India, for example, contact centre companies are offering their employees and clients’ access to the kind of technology that at one point was only available to large-scale IT companies. This is also why businesses outsource their various processes to companies that do not have the required technology and businesses do not want to spend their budget on.

Factors making digital transformation crucial

The factors listed below are some of the reasons speedy adoption of new digital technologies and strategies has become necessary for contact centres around the world.

Social media

Social media has become a part of every consumer’s life – and a vital part of business as well. When businesses outsource their customer support processes to contact centres these days, they expect those call centers to provide support on all platforms, including social media too. Handling customer queries and responding in real-time to complaints on social media leads to better customer engagement and satisfaction, the ultimate goal of companies today.

Rising competition

The BPO market is a highly competitive sector where every company is looking to gain the competitive edge. Technology plays a massive role in this competition, and is often the deciding factor when clients must choose between two call center services providers. Adapting modern technology and latest digital trends to suit your client base makes your contact centre stand out from the rest.

Demand for Omni-channel

One of the major shifts in contact centre trends is of the rise of omni-channel solutions and services. The changing behavior of the customers – including expectations and loyalty to service, rather than brands – has caused a ripple effect and major shifts in the industry. Customers want their brands to be engaged with them on various channels and expect support on all of them.

The major requirement here is for unification of information among all these various channels, including voice, email, chat and social media. Effective implementation of omni-channel support helps customers communicate an issue over the phone with your service representatives, knowing that the next time they talk with an agent on your live chat, the records of their telephonic conversation would be present with the agent.


This means customers do not need to repeat their issues to each new agent they communicate with on each different support channel. That is the real omni-channel support required from call centers today. A customer who lodges call and gets efficient service across all channels is the customer who trusts your company.

A digital transformation journey that gets you to this point is one that pays for itself over and over again.


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