The Success Mantra for Inbound Call Center Outsourcing in 2021
As we stumble into the latter half of Covid-19 stricken 2020, we can hope that things will get better in the coming year. Almost every business has suffered great losses at the hands of this deadly virus, and it remains to be seen if the world will ever come out of the mire. However, it is best to stay prepared for the future by keeping the negative impacts of the virus in check in the coming year. When it comes to call center services, there is a glimmer of hope in the form of inbound call center outsourcing.
The Improvements via Inbound Call Center Outsourcing in 2021
Call center outsourcing is expected to become the theme for business owners across the globe. One of the biggest factors for that is the contingency that it provides. In case, operations need to be halted at the base location due to any reason (like virus outbreaks), the call center outsourcing company can still continue its operations from a different location.
Some common inbound call center outsourcing trends that will dominate the year 2021 are:
Work from home and remote cloud call centers will become specialized
Right now, Work from Home (WFH) is considered to be an ad hoc solution for conducting office and call center operations. But this is all going to change in the coming years. In most cases, WFH has proved very useful especially when a company has a cloud-based remote desktop solution for its candidates. This is a great precedent to follow for the BPO industry and we are likely to see more and more call center companies investing in cloud-based CRM modules. The impact of this new strategy is expected to be felt in 2021.
Offshore outsourcing will become more common
Many companies outsource domestically because they are unsure about outsourcing to a different country. But with cloud-based call centers increasing in number and remote desktop support becoming very common, the value of offshore call center outsourcing will rise gradually. On top of that, these services provide great economic benefits, which makes them a win-win for business operation.
Omnichannel support will become the new norm
Slowly, call center outsourcing operations are moving towards Omnichannel strategy, which encompasses Live Chat, Email and Social Media Support apart from the ubiquitous phone support. The move to Omnichannel will become the new norm, as more and more established players and even startups will start providing Omnichannel support solutions to their employees.
Summary
Brace for the emerging trends in 2021 by following the lead of industry experts. The move to cloud will be expedited by most call center outsourcing companies, and at the same time we will see a rise in offshore outsourcing to reduce costs. Also, companies will look to employ Live Chat, email and social media support channels for providing an Omnichannel experience.
