This has a huge impact of the functioning of all businesses. Call centers are no exception and are greatly influenced by the digital world of omni channel marketing and the digital revolution.
How does digital affect the productivity and efficiency of call centers as they would normally operate? The digital revolution has made the world a microcosm of information. Connectivity has never been greater, and customers are used to an ever changing, fast paced world of consumerism that greatly affects their expectations. Because consumers are used to ready, on the go information that is quick to find yet hard to deliver, this has a huge impact on how call center businesses will operate in the future.
Contact center professionals have to be aware that consumers are sharper than ever, know the best deals before they come to you, and expect a higher level of engagement. This is because big data has made it possible to have an enriching customer experience, no matter through which medium. This is why it is essential for customer care professionals, especially in the call center industry, to be clued in on what customers want. Are you offering more than what they expect? Are you linking their past experiences to deliver future benefits? Are you aware of who your customer is? Do you know about their loyalty?
These are all questions that is crucial to spend time investigating, because if you do not deliver on your customers, they will go somewhere else. The harsh reality of this millennium brings positive news too! Because attention spans are lower and expectations from customers are greater, it means that they are also easier to coerce, persuade or gain loyalty from.
Call center professionals have it easy here, because this is what we are good at! Negotiation, persuasion and coercion are virtually synonymous with contact center etiquette. So what are you waiting for? Go all out, charm you customers, give it the best you have, as there are gains to working hard in this industry.
Embrace the digital revolution and reap rewards in your job. It doesn’t matter if you are a manager, a cold caller, a supervisor or a business owner, if you accept the changing world, you will be a winner!