The call center industry has some interesting trends to show in the coming year. 2011 will be the year of cloud computing in the BPO sector. Clients and customers will be more comfortable at looking for Caas (Communication as a Service) rather than premise-based call center services. The key will be to get the best talent onboard. Whether they are working in a brick-mortar business process outsourcing unit or not comes second. Along with the cloud system, real-time monitoring and reports will find a lot of purchase in telemarketing services. Clients will prefer a web-based reporting structure as opposed to white papers that call centers send in to their clients.
A very interesting trend in lead generation services is the development of applications for Blackberry, I-Phone, Smartphone and I-PAD applications. These are new-age mobile devices that consumers are increasingly getting hooked to. Most consumers use these gadgets to check up on their emails and other Internet activities. To tap these upwardly mobile classes of consumers, BPO units have to adapt themselves to the way they like to connect. Along with the application, the question of security in call center services is another emerging trend for 2011. Call centers are more concerned about security, as they are about providing quicker solutions to telemarketing issues.
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