Having surpassed valuation of approximately US$ 18 Bn in 2018, global call centre market is soaring on the back of numerous technological interventions.

Knowledge management, CRM, artificial intelligence, and cloud-base call centre services are changing the face of industry.

FMI's latest report projects a robust market growth rate at approximately 10% through the duration of forecast period (2019-2029).

"Enhanced customer relationship is the backbone of call centre market.

Hence, they are focused on upgrading the communication strategies for competitive ascendancy," reports FMI.Key Takeaways of Call Centre Market StudySolutions/software components are in high demand amongst consumers.Services component will observe impressive growth during the forecast period.Cloud-based call centre services continue to remain highly sought-after by consumers worldwide.North America will capture major chunk of market share through 2029 owing to extensive digitalization.Asia Pacific call centre market will continue to witness upward growth trajectory during the forecast period.Call Centre Market - Key Growth FactorsSoaring adoption in Banking, Financial Services and Insurance (BFSI) industry continues to support the growth of call centre market.Rising integration of variegated technologies for enhanced customer experience is spurring the market growth.Surging internet penetration and affordable telecom rates is fuelling the regional market in Asia Pacific.Greater inclination of industry leaders to offer personalized customer interactions is supplementing the growth of call centre market.Call Centre Market - Key RestraintsBudget constraints associated with adopting latest technologies is limiting market growth.Integration of various software systems is challenging for market players thereby constraining market growth.Competitive LandscapeThe prominent stakeholders profiled in this FMI study include, but are not limited to, IBM Corporation, Avaya Inc., Genesys, AMEYO, Aspect Software, SAP SE, Cisco Systems, Inc., NICE inContact, Five9 Inc., and 8x8, Inc. Market players are focused on operating customer-centric business.

They are keen on investing in customer relationship management (CRM) technology which enables them to build strong consumer relationship.

The same applies to communication for businesses.

Everyone knows about call centers or contact centers.

They have been around for some time now and their operations are based on contact center software purpose built to suit their specific need.

A typical call center solution has features like:

– Automatic (and in the current context, AI powered, intelligent) call distribution (ACDL)

– Call queuing, recording, control

VCC,call centre services India ensures you are always there for your customers.

We understand how important your customers are for you.

We work with the aim of our client’s growth. 

Here goes an interesting fact about smartphones, out of the total population of the world which is roughly 7 billion, 3.7 billion own mobile phones. The fact seems much more intriguing when you realise that only 3.4 billion own toothbrushes.

Smartphone, which is basically a handheld personal computer that comes with a mobile operating system, works nothing less than life blood for today’s generation. An average user touches his smartphone over 2600 times a day which for a heavy user, goes up to 5400.

Amazing! With such heavy usage, smartphones are bound to touch each and every aspect of human lives from the moment we wake up to the moment we go to sleep. Apart from this, there is simply no field left that has not been revolutionized by this new age technology.

Call center services which are used for receiving or transmitting requests via telephone, are no exception. Below are few points to help us understand how smartphones have changed the way call centers work worldwide.

• Mobile-friendly

Gone are the days customers have to use bulky phone directories for contact info and search for landline phones to avail customer care services. With smartphones, people can directly find the solution to their query on their own via internet, or if not, can search for call center details and contact them without wasting any time.

• Security issues

Calling customer care for spoofing or fraud purposes has been going on for ages since calls via public booth can never be tracked back to reveal the caller’s identity.

With the coming of smartphones, things have improved drastically, thanks to its Automatic Number Identification which can uniquely identify any individual, thus forestalling such swindlers.

• Multi-tasking

To be frank, Customers aren’t much thrilled about talking to customer service agents as it can and most times it is a pretty boring stuff, more so, they cannot use the guidance provided by call center reps in real time if the need arises.

With smartphones, along with talking to the agents, customers can use their mobiles for other purposes or simply to verify online about the solution the agents are providing in real time.

• Multi-channel

Another benefit for smartphone is its ability to provide multiple channels to its customers for communication purposes, be it calling, text/SMS or online chatting.

It is more of a two-way process which allows both agents and customers to share information, photos, videos etc to each other for better understanding and solution of the problems.

• Video Chat

Video chatting is another one of the revolutionary service facilitated by the advancement of smartphone technology. Video calling provides a humanly touch to the otherwise disappointing experience of interacting with a robot-like voice while talking to call center agents.

It further leads to a strong brand-consumer relationship by providing a more personal experience for its customers.

Conclusion

Smartphones are the evolution of basic landline phones just as call centers are the evolution of earlier telemarketing services, and both are nothing less than a necessity of today. Combining both have transformed drastically the experience of communication for both companies and its consumers.