Resources For You

  1. 5 Essential Marketing Strategies for VoIP Businesses

    5 Essential Marketing Strategies for VoIP Businesses

  2. 5 Technologies Set to Revolutionise Webphones

    5 Technologies Set to Revolutionise Webphones

  3. 5 Unique Types of VoIP Gateways Explained!

    5 Unique Types of VoIP Gateways Explained!

  4. 5 Ways a Cloud PBX System Benefits Remote Work

    5 Ways a Cloud PBX System Benefits Remote Work

  5. 5 Ways SBCs Facilitate Unified Communications as a Service

    5 Ways SBCs Facilitate Unified Communications as a Service

  6. 5 Ways to Optimise ASR To Grow Profitability

    5 Ways to Optimise ASR To Grow Profitability

  7. 7 Additional Important Components of a VoIP Carrier Network Explained

    7 Additional Important Components of a VoIP Carrier Network Explained

  8. 7 Important Factors to Consider When Implementing LCR

    7 Important Factors to Consider When Implementing LCR

  9. 7 Ways to Optimize AHT

    7 Ways to Optimize AHT

  10. 9 Key Functions of an SBC Explained

    9 Key Functions of an SBC Explained

  11. 10 Factors to Consider While Choosing a Webphone

    10 Factors to Consider While Choosing a Webphone

  12. 10 Important Components of a VoIP Carrier Network Explained

    10 Important Components of a VoIP Carrier Network Explained

  13. 10-Point Security Checklist for VoIP Carriers

    10-Point Security Checklist for VoIP Carriers

  14. 10 Tips For Effective Implementation of LCR

    10 Tips For Effective Implementation of LCR

  15. 10 Webphone Features that Benefit Your Business

    10 Webphone Features that Benefit Your Business

  16. An Out of the Box Telecoms Network

    An Out of the Box Telecoms Network

  17. Are Call Centers Still Relevant in 2023?

    Are Call Centers Still Relevant in 2023?

  18. Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

    Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

  19. Call Center vs Contact Center - Understanding the Differences

    Call Center vs Contact Center - Understanding the Differences

  20. Choosing SIP over TCP,TLS and UDP in 2022

    Choosing SIP over TCP,TLS and UDP in 2022

  21. Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

    Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

  22. Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

    Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

  23. Comprehensive Cloud Softswitch Documentation

    Comprehensive Cloud Softswitch Documentation

  24. ConnexCS expands AnyEdge SIP Load Balancer to India

    ConnexCS expands AnyEdge SIP Load Balancer to India

  25. ConnexCS for Africa

    ConnexCS for Africa

  26. ConnexCS WebPhone SDK Connector

    ConnexCS WebPhone SDK Connector

  27. Discover the Different Types of NAT: An Essential Guide for Network Administrators

    Discover the Different Types of NAT: An Essential Guide for Network Administrators

  28. Discussing the Future and Top 9 Benefits of WebRTC

    Discussing the Future and Top 9 Benefits of WebRTC

  29. DNO And DNC Lists - Everything Carriers Should Know

    DNO And DNC Lists - Everything Carriers Should Know

  30. Email and SMS Alerts

    Email and SMS Alerts

  31. Employers' Guide to Winning at Remote Work

    Employers' Guide to Winning at Remote Work

  32. Exploring the Top 10 Types of Web Phones in 2023!

    Exploring the Top 10 Types of Web Phones in 2023!

  33. False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

    False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

  34. Far-End NAT Traversal - An In-Depth Guide

    Far-End NAT Traversal - An In-Depth Guide

  35. Feature Releases for June 2024

    Feature Releases for June 2024

  36. From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

    From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

  37. Get Your FCC Registration Number in 5 Easy Steps!

    Get Your FCC Registration Number in 5 Easy Steps!

  38. How to Build Your API on ConnexCS

    How to Build Your API on ConnexCS

  39. How to Build Your Own Dialer (BYOD) – Part 1

    How to Build Your Own Dialer (BYOD) – Part 1

  40. How to Establish a VoIP Interconnect in 10 Easy Steps

    How to Establish a VoIP Interconnect in 10 Easy Steps

  41. How to Get Operating Company Number (OCN) in 4 Easy Steps

    How to Get Operating Company Number (OCN) in 4 Easy Steps

  42. How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

    How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

  43. How to Improve CX? Ensure your Call Center Agents are Happy!

    How to Improve CX? Ensure your Call Center Agents are Happy!

  44. How to Prepare for a VoIP Network Security Audit

    How to Prepare for a VoIP Network Security Audit

  45. How to Properly Prepare for Setting up a VoIP Interconnect

    How to Properly Prepare for Setting up a VoIP Interconnect

  46. How to Register for the Robocall Mitigation Database: A step-by-step guide!

    How to Register for the Robocall Mitigation Database: A step-by-step guide!

  47. How to Successfully Implement LCR is 5 Easy Steps

    How to Successfully Implement LCR is 5 Easy Steps

  48. How Using Web Phones Can Benefit These 10 Industries?

    How Using Web Phones Can Benefit These 10 Industries?

  49. Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

    Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

  50. Introducing ConnexCS WebPhone

    Introducing ConnexCS WebPhone

  51. Introducing ConneXML - The Best TwiML Alternative

    Introducing ConneXML - The Best TwiML Alternative

  52. Introducing Smart CLI Select - An Effective Way to Improve your ASR

    Introducing Smart CLI Select - An Effective Way to Improve your ASR

  53. LTE vs VoLTE: Diving Into The Differences

    LTE vs VoLTE: Diving Into The Differences

  54. Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

    Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

  55. Populating Our Support Area With Cloud Softswitch Video Guides

    Populating Our Support Area With Cloud Softswitch Video Guides

  56. Predictive Dialler vs Progressive Dialler - Understanding the Differences

    Predictive Dialler vs Progressive Dialler - Understanding the Differences

  57. Preview Dialler vs Power Dialler - Understanding Top 5 Differences

    Preview Dialler vs Power Dialler - Understanding Top 5 Differences

  58. Rate Card Profit Assurance

    Rate Card Profit Assurance

  59. Redundant Redundancies (Backups of backups)

    Redundant Redundancies (Backups of backups)

  60. Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

    Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

  61. Scalability – Grow at Speeds That Suit You

    Scalability – Grow at Speeds That Suit You

  62. ScriptForge – Javascript Routing

    ScriptForge – Javascript Routing

  63. Simplifiying our Softswitch Pricing

    Simplifiying our Softswitch Pricing

  64. SIP 101 - The Best Guide of 2022

    SIP 101 - The Best Guide of 2022

  65. The 3CX Supply Chain Attack - Understanding Everything That Happened

    The 3CX Supply Chain Attack - Understanding Everything That Happened

  66. The 5 Best Strategies for Mitigating Robocall Scams

    The 5 Best Strategies for Mitigating Robocall Scams

  67. The Anatomy of Robocall Scams

    The Anatomy of Robocall Scams

  68. The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

    The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

  69. The Best Multi-POP Cloudswitch

    The Best Multi-POP Cloudswitch

  70. The Essential Guide to Business Continuity Plans for VoIP Carriers

    The Essential Guide to Business Continuity Plans for VoIP Carriers

  71. The Essential Guide to Implementing STIR/SHAKEN

    The Essential Guide to Implementing STIR/SHAKEN

  72. The Ultimate Guide to STIR/SHAKEN

    The Ultimate Guide to STIR/SHAKEN

  73. Timeout Protections (SIP Ping, SST)

    Timeout Protections (SIP Ping, SST)

  74. TLS and 2FA Security on the ConnexCS Platform

    TLS and 2FA Security on the ConnexCS Platform

  75. Top 5 Alternative Marketing Strategies for VoIP Businesses

    Top 5 Alternative Marketing Strategies for VoIP Businesses

  76. Top 5 Call Center Challenges and How To Overcome Them

    Top 5 Call Center Challenges and How To Overcome Them

  77. Top 5 Important Types of VoIP Gateways Explained

    Top 5 Important Types of VoIP Gateways Explained

  78. Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

    Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

  79. Top 9 Indicators that Help You Identify a Bad Carrier

    Top 9 Indicators that Help You Identify a Bad Carrier

  80. Top 10 Points of Differences Between a Traditional and VoIP Carrier

    Top 10 Points of Differences Between a Traditional and VoIP Carrier

  81. Top 10 Types of Robocall Scams Explained!

    Top 10 Types of Robocall Scams Explained!

  82. Top 10 VoIP Vulnerabilities You Must Know About

    Top 10 VoIP Vulnerabilities You Must Know About

  83. Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

    Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

  84. Understanding Network Address Translation (NAT) - A Beginner's Guide

    Understanding Network Address Translation (NAT) - A Beginner's Guide

  85. Understanding the 9 Key Objectives of a VoIP Network Security Audit

    Understanding the 9 Key Objectives of a VoIP Network Security Audit

  86. Understanding the Complete Scope of a VoIP Network Security Audit

    Understanding the Complete Scope of a VoIP Network Security Audit

  87. Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

    Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

  88. Understanding VoIP Anycast Load Balancing

    Understanding VoIP Anycast Load Balancing

  89. Understanding What a PBX System is and How it Benefits Your Business

    Understanding What a PBX System is and How it Benefits Your Business

  90. VoIP Carrier Network Components - Understanding Session Border Controllers

    VoIP Carrier Network Components - Understanding Session Border Controllers

  91. VoIP Carrier Network Security - How to Conduct Security Audit?

    VoIP Carrier Network Security - How to Conduct Security Audit?

  92. VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

    VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

  93. VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

    VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

  94. VoLTE - An Evolution in Voice Communication

    VoLTE - An Evolution in Voice Communication

  95. WebPones Explained: Understanding Web-Based Telephonic Communication

    WebPones Explained: Understanding Web-Based Telephonic Communication

  96. WebRTC 101 - The Best Guide for Beginners

    WebRTC 101 - The Best Guide for Beginners

  97. What Are SIP Traces - A Beginners Guide

    What Are SIP Traces - A Beginners Guide

  98. What Are The Top 10 Essential Call Center KPIs?

    What Are The Top 10 Essential Call Center KPIs?

  99. What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

    What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

  100. What is a Contact Center and Why Does Your Business Need One?

    What is a Contact Center and Why Does Your Business Need One?

  101. What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

    What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

Are Call Centers Still Relevant in 2023?

A year goes by, a lot of things change, technology advances and we’re back to facing the same old questions again.

If we just consider the numbers, Statista reports that the Call Center Market will grow from $339 billion to $496 billion by 2027. This in itself should be enough to convince many that Call Centers are still relevant and will continue to be so.

Then again, why are we asking this question again? The short answer would be that when technology and consumer expectations change rapidly, everything else follows.

So while the projections done by Statista might hold, the call centre market of 2027 might not be the same as it is at present.

Thus, to anticipate what changes may happen, we’re left asking the question, “Are call centres still relevant in 2023?”

Let’s find answers to this question then, shall we?

How Do Businesses/Industries Become Irrelevant?

Two factors determine how relevant a Business or Industry remains. These are as follows:

Advancing Technology

Advancing technology has been responsible for the demise of a lot of thriving industries that could not keep up with the changes.

A good example of this would be the consumer radio industry. A few decades ago when televisions weren’t so readily available, the primary means for entertainment and news broadcast was radios.

Every household had radios and the industry was booming. As technology advanced and televisions became widely available and affordable, radios were sidelined and an entire industry almost disappeared.

A more recent example of this would be the demise of the personal music player industry at the hands of mobiles and the smartphone industry.

Changing Consumer Expectations

The second factor is the changing consumer expectations. Many factors can cause a shift in consumer expectations.

A good example of this is the ongoing shift towards the use of carbon-neutral mobility. People are concerned about the environmental impacts of cars and other vehicles. They’re actively seeking out carbon-neutral alternatives.

Another example would be the rise of content streaming platforms and how they made traditional retail and distribution of entertainment media.

Earlier one had to purchase and maintain a physical library of moves, music and other entertainment media. Doing a similar setup in digital form was also time-consuming and tedious.

Streaming platforms allowed consumers to consume entertainment media without having to own, manage or store any of it. Not surprisingly so, streaming platforms have become a dominant force in the entertainment industry.

With that, I'm sure you now understand the two main factors that render businesses or industries irrelevant.

Let's now move on to understanding the factors that pose a risk to the relevance of call centres!

Factors That Pose A Risk To The Relevance of Call Centers

One may think that advancing technology poses the biggest risk to the relevance of call centres. That, however, is far from the truth. Even changing customer expectations are at play here.

We shall dive deeper into it and consider all the risk factors in detail.

Demographic Shifts In The Market

Demographic Shift

A peculiar thing about each generation is that they’re most comfortable with the sets of technologies they grew up with.

Subsequently, the Baby Boomers and Gen X are most comfortable with telephones, televisions, radios, fax and older pieces of technology and ways.

Then we have the Millennials and Gen Z who grew up in the age of the internet with technologies such as email, instant messaging, video calls, etc.

Until a few years ago, it was the Baby Boomers and Gen X who formed the bulk of the consumer in the market. That, however, has changed, it's the millennials and Gen Z who now occupy that spot.

Thus, while older generations prefer calls, younger generations prefer having options to interact using different channels of communication.

If this change becomes significant enough, it can render call centres irrelevant.

Rise In Social Media Usage

Rising Social Media Usage

The younger generations spend most of their time on social media platforms, seldom hopping from one platform to another. Businesses of all sizes have had to increase their presence on social media to stay connected with them.

Whenever a customer belonging to this group faces any trouble with their purchase, they hop onto a social media platform to voice their complaint. Thus, businesses have to be proactive and provide customer service via these platforms.

This means fewer people are picking up their phones and calling customer service numbers to voice their complaints and seek resolution.

Such preferential changes in customer behaviour also pose a risk to the relevance of call centres.

Rising Consumer Preference For Self-Help Portals

Preference to Self-Help

The younger generations are far more self-sufficient and independent compared to the older generations. They prefer to troubleshoot problems by themselves rather than seek qualified help.

Thus businesses have had to set up self-help portals, detailed product and service documentation, troubleshooting guides, etc. to aid such customers.

There are platforms such as Quora and Reddit too where customers can find solutions and fix the problems they’re facing.

As fewer and fewer customers are seeking out help, this has led to a significant drop in call volumes for call centres.

In the event that his trend continues to pick up, it can pose a significant risk to the relevance of call centres.

Improving Conversational AI Assistants

Improving AI

We have had Siri, Alexa, Bixby and Google Assistant helping us out in our day-to-day tasks for quite some years now. They’ve come a long way since they came to be and are improving with each passing day.

A lot of these AI assistants are quite capable of helping users find solutions to any problems they may be facing.

If there is a solution for some problem posted on the internet, any AI assistant can furnish it to a user when prompted to.

Recently, ChatGPT has been in the news showcasing how exceptionally capable Conversational AI Assistants have gotten at assisting users.

Thus, users that may have called a call centre seeking help might just opt to ask their AI Assistant for it. This continued improvement in technology also poses a risk to the relevance of call centres.

Use Of Chatbots For Customer Service

Chatbots for Customer Support

Most of the time, customers call the respective call centres to seek assistance for what usually is a minor problem. These minor hiccups can be resolved with a simple set of instructions in most cases.

Realising this, many businesses have trained chatbots and created detailed frameworks of instructions for troubleshooting minor problems.

Chatbots can now interact with users, pinpoint the issue with user inputs and present a step-by-step troubleshooting procedure. Implementing such a system has resulted in lower operational costs and better customer experience.

This has resulted in a loss of significant call volume for the call centres. Thus, Chatbots for customer service pose a rise to the relevance of call centres.

The Future Of Call Centers Is Not Bleak!

Learning all that might have left you feeling that there is no place for call centres in the future. The good thing is that it's not true and there is no need to panic just yet.

Call Centers will be present even in the future and play an important part in customer service and support. They, however, may not be the same or operate in the same manner as they do at present.

We’re all aware that any form of non-verbal communication is not effective when it comes to resolving complex issues. Moreover, textual communication is quite frequently known to create misunderstanding and lead to misinterpretations.

Thus, there will always be a place for call centres when it comes to customer service and support.

In case you wish to future-proof your Call Center business, here are some tips for you!

Future-proofing Opportunities For Call Centers

There are some areas of customer support where call centres are irreplaceable. Focusing on those and developing more capabilities will help call centres stay relevant and future-proof their existence.

Customer Support For Leading Edge Or Niche Technologies

Support New Tech

Leading edge or niche technologies usually suffer from a lack of documentation, troubleshooting guides and an experienced community to assist.

Thus, the only feasible way to provide customer support for such endeavours is via call centres. This would require you to train your staff pertaining to the said technology.

The costs incurred for training are usually offset by the premium prices paid by developers of these technologies for handling customer support operations.

Customer Support For High-Value Clientele

Support High-Value Clientele

Think of this as running a concierge service. The only difference is that your clients are usually your big-spending, high-priority customers and you’re providing customer support.

The prerequisites for this are that you have to provide an exceptional customer experience, personalise customer support and maintain good personal relations on an individual level.

The extra efforts so put in are more than offset by retaining high-value customers longer and maximising their TLV.

Servicing Industries That Require Verbal Interactions

Industries that require Verbal Interaction

There are several industries where a verbal conversation is a must. An example of this would be the Covid Support Helpline set up by the National Health Services in the UK.

The helpline was set up to assist individuals with managing the effects of the lack of social interaction on their mental health during the duration of the lockdown.

Another example would be the emergency services industry. These industries operate at various levels and verbal interaction is a prerequisite here.

Servicing such industries would enable you to future-proof your call centre operations and stay relevant in the long run.

Conclusion

Call centres aren’t going anywhere. They will be an important part of customer service and support operations long into the future.

Things will change though, as technology advances and customer preferences change. Call centres will not exist in the manner and scale at which they do at present.

However, if you follow the advice given in this blog or find similar alternatives, you will be able to stay relevant long into the future.

In fact, if you act on these tips right away, chances are you’ll build up expertise in the suggested fields. Thus, you’ll be able to become a market leader.