Top Call Center Trends in 2021

Feb-20-2021 490
  • According to the Market Research, Amid the COVID-19 crisis, the global market for Call Centers estimated at US$339.4 Billion in the year 2020, is projected to reach a revised size of US$496 Billion by 2027, growing at aCAGR of 5.6% over the period 2020-2027. The call center outsourcing market growth will increase by $13675.85 million in upcoming years.In fact, more and more buyers are looking at call center service providers to successfully manage changing business needs and deliver optimum value. Below mentioned are few key trends that will drive call center outsourcing in this year.



Call center operations to go with a bimodal approach

As per Gartner's report, the main challenge faced by organizations across the globe is to lower costs of call center infrastructure and deliver greater flexibility in meeting customer service needs. With the bimodal approach, enterprises can ensure the call center can be more flexible to meet new customer service requirements and achieve call center infrastructure consolidation with lower operating costs. This means the growth trajectory for call center outsourcing services remains the same for upcoming years.

Digital engagement overtaking voice-based customer service

According to Dimension Data's '2020 global contact center benchmarking report', 41.6% of respondents say that there is a decline in voice-based customer services and an 78.2% increase in non-voice customer service engagements. The next Gen Y tech-savvy customers enter the market who resort to the phone-based conversation as a last resort. The millennial generation is keen on using digital contact in the form of social media, webchat, email, and self-service channels. So for the call center industry, either incorporate digital medium in your overall engagement or face slow extinction.

Big data and Call Center Analytics to reshape the call center industry

According to industry experts, Big data and Call Center Analytics will be the biggest trend to reshape the call center industry in the next five years. One critical part of keeping customers happy is anticipating their needs, which is where call center analytics comes into the picture. Call center analytics helps businesses tie information together in phone calls, surveys, web chat, billing systems, etc., to create actionable insights.

By digging into the available customer data through call center analytics, one can precisely anticipate what each customer needs and personalize the offerings, creating value for both parties.

Call Center Trends - invensis

The mediums of multi-channel support to increase even more

Customers demand 24/7/365 support, and they expect it anytime, anywhere, and on any device. According to Aberdeen Group Inc, businesses that provide multi-channel support enjoy twice the more (9.7% vs. 3.9%) customer satisfaction year on year. Call center outsourcing vendors are managing multi-channel support with different modes of customer support. According to the 2020 Global Customer Experience Benchmarking Report, customers receive 41.65% of better response on telephone, 34.3% on email, 10.2% on web chat and 33.7% on social media.

Change is the only constant and hence, our business approach should also evolve with changing times with introduction to disruptive technologies.

Invensis is a globally leading call center outsourcing company serving clients located across the globe, since the year 2000. We offer inbound call services and outsourced customer services, along with complete contact center outsourcing.

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About Invensis

Invensis, a pioneer in providing IT-BPO services with more than 19 years of experience offers you unprecedented and high quality call center services. Invensis provides call center services such as sales and customer acquisition; technical support / helpdesk services; multi-channel support; customer care; debt collection and more. By partnering with us, you can leverage the benefits of our state-of-the-art customer engagement contact center solution, without having to invest in the technology in-house