Contact Centers of today face multiple challenges which disrupt their operations making them less efficient and more burdensome to run, it’s about time these centers adopt latest technologies to address the problems.

In a fast-paced business world of today customer service has never been as critical and as important for organizations as they fight against surmounting odds in the form of hectic competition, stringent regulations, and technology adoption. In a bid to stand out amongst the competition, organizations are fighting tooth and nail to ensure better customer services through their most promising channel – the contact center.

As per Statista, the BPO/contact center industry has been having an up and down movement since the beginning of the millennium. The market size touched $ 36 bn in 2004 and drastically fell to $ 22 bn in 2010 before hitting a peak of $ 36.5 bn in 2012. The year 2017 saw the value touch $ 24.6 billion and as per reports, the industry is looking at an upward trend by 2021.

top_5_common_problems_faced_by_contact_centers_&_bpos

All said and done, the industry is fraught with problems and challenges. Let’s take a look at some of the top issues bothering the contact centers –

Increasing Customer Expectations

Undoubtedly a big challenge, satisfying customers is becoming difficult by the day. The customers of today are smarter, more knowledgeable and are time constrained. Fulfilling demands of these customers has become an arduous task as irate customer pose as an unassailable challenge to contact centers.

Higher Attrition Rates

Hectic work schedules and trying circumstances are putting a heavy strain on call center executives. Moreover, lack of proper means to understand customer issues and mechanisms to solve their problems is putting pressure on executives who are caught off guard. A resulting employee attrition is putting management under greater pressure to handle customers on one hand and employees on another.

Insurance companies, banks, and other financial institutions have been hit with fraud, both from internal and external sources. Add to this, the local compliance and regulations requirements, and the contact centers are under heavy pressure to eradicate fraud while adhering to compliance and regulations. The challenge here is to ensure that no agent breaks the rules and norms laid down by respective governments, for this will not only cause financial damage but also reputational damage.

Laws and Regulations 

Insurance companies, banks, and other financial institutions have been hit with fraud, both from internal and external sources. Add to this, the local compliance and regulations requirements, and the contact centers are under heavy pressure to eradicate fraud while adhering to compliance and regulations. The challenge here is to ensure that no agent breaks the rules and norms laid down by respective governments, for this will not only cause financial damage but also reputational damage.

Multiple Communication Channels

Social Media penetration has opened more channels of communication and has made it easier for customers to open up on issues. Add to that, email and text communication, and contact centers now have more on the plate than they can chew. Social media reviews spread like wildfire complicating situations and making it difficult for centers to address issues. Multiple channels of communication have altogether split the energies and focus of contact centers.

Technological Adoption 

The call center of 2018 is way different than that of 2000 – higher contact volumes, multiple demands, handling issues, internet shutdowns, and highly impatient customers are completely disrupting the contact center operations. This is making it even more difficult for management to streamline operations and bring out efficiencies. The need for technological adoption to curtail the aforementioned issues has never been so imminent, but then, implementation of technologies is a big challenge.

Speech Analytics with its ability to analyze 100% of interactions and bring out valuable customer and business insights is helping contact centers solve the aforementioned issues and achieve higher operational efficiency while building better customer relationships.

To know more about how Speech Analytics helps contact centers achieve operational efficiency, click Speech Analytics for Contact Centers & BPOs – Revitalizing Customer Experience for the whitepaper. 

Archive
Get in touch with us

India
+91 44 30655800
Singapore
+65 6597 7044
Uniphore Software Systems Private Limited: Registered Office: No.08C, 8th Floor, IIT Madras Research Park | Kanagam Road, Taramani | Chennai – 600 113 | Tamil Nadu | India CIN: U72200TN2008PTC067459 Telephone No: 044 3065 5800 Fax No: 044 3065 5900 Name of the person who may be contacted in case of any queries or grievances on the landing/home page of the website: Ajay Srinivasan
Speech Analytics Virtual Assistant Voice Biometrics Resources About Contact Sitemap Privacy
Uniphore. All rights reserved.
x