2020 Call Center Trends in Q4

2020 has certainly been a year to remember. From worldwide pandemics to social unrest and political upheaval, the year has witnessed what seems like a decade’s worth of history…and there’s still one quarter to go!

For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. Secure, remote workspaces, reliable infrastructure and timely customer service are as critical as ever.

Let’s look at some things to look out for with call centers and contact centers for the remainder of 2020:

• Home is the new office. Thanks to COVID-19 and associated safety measures, working from home is the new normal. In fact, more than 40% of the U.S. labor force now works from home. Even when a vaccine is available, many companies will remain hesitant to bring all their employees back. This trend illustrates the importance of having professional, highly trained agents (remote and in-person) to handle customer service needs.
• The crowded cloud. Cloud-based software systems, which run many of the most reliable call center platforms, have accelerated in recent months. And they’ll continue this trend for the remainder of 2020. Agility & scalability aren’t mere buzzwords in a world of global pandemic and international health emergencies. Look for cloud-based infrastructure to drive call center performance well into 2021 and beyond.
• A renewed focus on customer service. Pre-COVID, post-COVID, you name it…any time is a great time to take care of your customers. That means your call center, more than ever and especially for the remainder of 2020, needs the customer service capability to thrive in an increasingly competitive business environment.

With remote-ready, ultra-reliable business processing outsourced (BPO) solutions for your call center, TeleDirect offers a complete suite of tools and resources to help your enterprise during these challenging times. Fill out our customer contact form today or call us at (800) 776-1081.