Are Customers ready for Automated Customer Support?


From the conceptualisation of outsourcing that the world witnessed in 1960s to the bloom that the outsourcing industry experienced in 1990s to the modern day outsourcing approaches, this industry has witnessed it all. Over these 50-55 years, this industry has changed drastically. Mainly, the changes have been driven by the changes in technology. Over these years, the changes in technology have paved the way for modern day outsourcing industry. Today, outsourcing industry is governed by customers. To meet the demanding expectations of customers, companies across the outsourcing industry are relying on optimal use of artificial intelligence and cloud-centric platforms. Call centres in India that have adopted this approach are revolutionising the way how call centres used to function a decade before.

Given the fact how technology is ruling outsourcing industry, it is a matter of 2-4 years that call centres across the globe will transform from an IVR model and will be fully automated, where databases will reflect changes on real time basis. This paradigm shift is bound to take customer experience and convenience to another level. More and more customers prefer self-service over interacting with ill-informed customer care executive. As call centres in India and across the globe are bound to undergo a technical overhaul, this is the right time for call centre owners and service providers to leverage the opportunity and utilise call centre executives over multiple channels as skilled employees working in sync with technology and making most out of the arrangement. In the quest to be future ready and deliver exceptional customer support service and experience, organisations considering call centre outsourcing are scouting for service providers that are based out on cloud platform and have access to all the latest call centre tools and technologies.

Though no one can predict future accurately, it is almost certain that in the near future both call centre representatives and callers will be spending more time interacting with machines instead of waiting in long queues or describing the issue to the representative over and again. Today, more and more customers are getting irate over the inability to get solution to their problems over various platforms. They are unable to connect with customer care executives over live-chat support. Their query mails get un-answered. Most of the times, they are no able to find information available on websites that will answer their questions. All these factors result in customer frustration. However, it is just a matter of few years that these problems will vanish because with the adoption of new age technology, leading call centres in India and across the world will be providing customers with an automated environment where machines will be able to pick up the missing link and deliver optimal resolution. This automated environment will not only be beneficial for customers, but it will be a boon for customer care providers also. This environment is bound to save time, money and human resources.

Though futuristic contact centres are bound to revolutionise the world of call centre outsourcing, but there is a persistent dilemma whether consumers will like it or not. Today, a warm response from a customer care executive is an easy an effective way to pacify an irate customer, but what will happen in future when a customer is not able to get what he wants from the contact centre. Are we really ready to take the plunge and make all the functions automated or do we really need to think of a better way that makes the most of technology without compromising on the human support and emotion– this is something that business across the world needs to think about.

There is no denial to the fact that today we are not ready to take this plunge, but the world of automated call centres is not a distinct reality. At this moment, the key to success lies in creating a contact centre that has a balance between human support and technology and has technical features that can be built upon in future.


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