Call Centre Progress Forecast

Today, BPO companies are booming, encouraging many expats to invest more in the Philippines. Other than cost efficiency, many business owners are overwhelmed with the quality of work they are getting. In this post, we will take a look on how the call centre might look like in the future. 

• Bigger competition among outsource providers:  As we talk about the future, many experts are projecting a cutthroat competition among service providers. Every entrepreneur in the BPO industry is doing their best to improve and modify their system for better recruitment and business flow. Your facilities and equipment can also be a huge factor. As we all know, everything is fast and becoming more and more advanced. 
• The forecast: Complex problem solving?: According to BT survey, 53% of business professionals are saying that the call centre industry would be largely focused on complex problem solving. This means dealing with the concerns that cannot be resolved through self-service options. In line with this perspective, you need to train your agents to be more versatile. There will be more functions and roles to every team member. Your managers should also be more vigilant to avoid discrepancies. 
• Importance of culture and work environment: Recent survey findings also show that call centre offices will still exist for a long time. According to experts, clients find it more valuable and gives them more confidence to work with agencies or companies that have their own offices and facilities. This is mainly because they can focus more on the accounts or campaigns they are handling and there are more risks imposed when you hire a team working from home.: While technology is taking place for people who work from home, the cultural mentality of the industry still becomes more important. 
• Better collaboration and communication in the year 2020: While most call centres in the Philippines are getting more and more systematised in handling multiple accounts, there are still companies having problems with their flow. This is because of lack of unity between shifting teams. This makes it more difficult to find the right information for their customers. 

This is about to change when call centre agents start to take advantage of the new advanced tools like Deep User Profile Content—this is an enterprise-wide directory for better profile and content collaboration. This tool may also be transferred onto mobile devices, marking a huge step in presenting a more proficient and better image to the customer as we head towards the future!