The Future of Call Centres

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Filed under - Industry Insights,

Jodie Rhodes at EvaluAgent takes a look at the future of call centres.

The world of call centres is constantly evolving, and the call centre of the near future is poised to look vastly different from its predecessors.

From relying solely on phone calls to utilising multiple communication channels, the evolution of technology has transformed the way businesses interact with their customers – and as these changes occur, contact centres are expected to undergo even more changes in the coming years.

It’s crucial for businesses to stay up to date with these new advances and embrace the future of call centres to remain competitive.

In this article, we’ll delve into the future of call centres and make predictions about the changes to come.

Remote Working

The rise of cloud-based software-as-a-service (SaaS) has opened up new possibilities for call centres, particularly in terms of remote working. With all agents connected through the cloud, having everyone in one physical location is no longer necessary.

As more call centres adopt this approach, we can expect to see a rise in location-based services. For example, a customer calling a company could be automatically connected to an agent working remotely just a few miles away, who could even arrange to meet the customer in person if needed, providing the optimum customer experience.

The move to remote working also means that businesses are no longer limited by location, allowing them to cater to customers across different time zones and expand their customer base.

Call Centre Quality Assurance Software also means that agents no longer need to be located in the same place as their managers.


Cloud-based call centres are becoming increasingly popular and are expected to be the future of customer care. With the many benefits it offers, it’s not hard to see why.

Cloud-based software will revolutionise the face of call centres by giving agents the opportunity to work remotely, which will lead to a reduction in costs, an increase in agent productivity and job satisfaction, and ultimately a decrease in staff turnover.

Many call centres are already adopting the cloud system, with 52% of US call centres already using remote agents, indicating that this trend is already on the rise.

Internet of Things

The Internet of Things (IoT) is a term used to describe the interconnectivity of devices that are connected to the Internet and can communicate with each other. As the IoT continues to grow, it has the potential to revolutionise the call centre industry.

With proactive customer service becoming more accessible, call centres can become more efficient and deal with problems before they even occur.

For example, if your car detects a fault, it can directly contact the customer service team and arrange for a replacement part to be fitted.

This means that call centres will no longer be reactive but proactive, with a focus on identifying and resolving issues before the customer even becomes aware of them.

Artificial Intelligence

The rise of Artificial Intelligence (AI) is set to transform the future of call centres. As AI takes on more routine customer service queries, agents will increasingly focus on complex issues that require advanced problem-solving skills and product knowledge.

While AI-powered autonomous contact centres can help improve the efficiency and cost-effectiveness of call centres, it’s important to note that human interaction will still be highly valued by consumers – the call centres of the future will likely be hybrid models consisting of both humans and AI technology.

Multiple Channels of Communication

The traditional approach to call centre services – which relies solely on telephone customer calls – is being revolutionised by a multi-channel approach.

This approach combines different types of technology like CRM, automation, cloud-based systems, and video chat to deliver a more personalised and efficient customer service experience.

With the rise of social media, mobile apps, and live chat, customers now have multiple channels to communicate with companies and expect quick assistance.

Voice Recognition

Voice recognition technology has already been adopted in many industries, from banking to healthcare, and is expected to become more prevalent in call centres too.

The answer to security questions like “What’s your mother’s maiden name?” may not be as important as how the question is answered. As voice biometrics technology advances, gathering the unique ‘voiceprints’ of customers could be the solution to security problems.

Unlike stealing personal information, it is much harder to replicate the nuances of the human voice. Voice biometrics record the intricate details of a person’s voice, including the size and shape of their mouth and the tension in their vocal cords.

This makes it a more secure way to confirm a person’s identity. We can see that call centre practices and processes have developed in recent years – and it won’t stop here. It’s crucial for call centres to stay ahead of the game, consistently looking for new ways to improve.

This blog post has been re-published by kind permission of EvaluAgent – View the Original Article

For more information about EvaluAgent - visit the EvaluAgent Website

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EvaluAgent EvaluAgent provide software and services that help contact centres engage and motivate their staff to deliver great customer experiences.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: EvaluAgent

Published On: 25th May 2023
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