Customer Experience News & Trends

Will the call center become extinct any time soon?

With the convenience and increasing use of smart phones, is the call center a dying industry? Here’s the surprising answer.

No. Your job in the contact center is safe, according to 90% of smart phone users in a BT Global Services and Avaya survey.

Nine in ten people expect to keep dialing support numbers for help when they need it. Yes, they’ll turn to online help tools sometimes, but they have every intention of talking to call center agents.

Be ready to help because more than two-thirds of consumers in the same study said they felt agents rushed them through a recent call.

Bottom line: Many customers today will go online for easy, fast answers. But when they call they’ll have more complex issues and will expect agents to spend time guiding them through those issues.

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