Digital Transformation In Call Centers: How Technology Is Changing Sales And Service
Ringostat, Monday, July 3,2023
72% of customers go to another company if they face a negative experience. Poor phone service plays a significant role here. That's why more and more digital solutions for call centers appear every year. Although robots will not replace all consultants soon, technology can already reduce the influence of the human factor to zero. Ringostat has prepared an overview of the opportunities that businesses should take note of.
Sales managers often say: 'People buy from people'. That is, an experienced salesperson's charisma plays into the customer's hands, even in a problematic deal. But 'human' staff also has its drawbacks:
- the possibility of errors - for example, when the operator writes down the customer's phone number or name;
- forgetfulness and inattention;
- slow response and speed of work when compared to digital solutions;
- the influence of mood on how an employee communicates with customers, etc.
Therefore, companies are trying to automate as many processes as possible. According to forecasts, by 2026, contact centers that replace humans with bots will be able to save $80 billion a year. But until that happens, the team can be strengthened by digital solutions right now.