The words “call centre” will make some think back to the hit BBC TV programme “The Call Centre”. This fly on the wall documentary series followed the lives of those working in a call centre in Swansea – offering viewers an insight into what it’s like to work with a motivational boss, offering hugs on tap and endless “banter”.
Fast forward to today and long gone are the days of the traditional call centre. In the digital age that we now live in, there are more multimedia centres covering both phone call conversations and email services. But is it enough?
We live in an age ruled by millennials. More often than not, these individuals would much rather speak on an Instant messenger (IM) chat box or drop an email over with the peace of mind someone will reply within the hour – as opposed to pick up the phone and believe it or not – actually speak to a human being.
So how can we cater to this societal shift?
Increasing our online presence
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Brian Mackow-McGuire[/caption]
Connectivity is the word on everyone’s lips, with 95 per cent of those aged between 16 and 24 reported to own a smartphone. It therefore goes without saying that any online presence should be designed with the presumption that users are likely to be viewing content via a mobile device, rather than a traditional PC, and with this, the chat possibilities it opens up. With four in ten UK internet users considering their smartphone to be the most important device for accessing the internet – we can see why phone calls via apps such as WhatsApp or WebRTC are easier, cheaper and also offer a much smoother transition than switching to a standard mobile call.
It is vital that contact centres handle customers quickly, efficiently and effectively. This is the best way to maintain trust in a brand – and loyalty from the customer. In order to do this, contact centres must consider ways to communicate with callers via mobile technology. Given that mobile apps are slick and streamlined, the agent of course, must be equally smooth and professional.
Embracing broadband
Broadband is highly accessible – in fact, 88% of adults have access to broadband – and more often than not we’re purchasing landlines primarily to be used as a carrier for our broadband, rather than to use for a home phone. Increasingly millennials who are paying for a landline, don’t even own a landline device. This and the changing role of mobiles, from a voice-call tool to internet browser, means that the prime method of communication today is via the internet, whether via Broadband or smart phone.