The Future Of The Contact and Call Centre

Contact Centre 2020

1 August 2017

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Scotland is currently home to some of the largest contact centres in Europe. Many sectors of business have decided to offer their customer service from a base point here. There are approximately 86,000 people working across 400 contact centres – meaning that one in every 30 employed persons is working in a contact centre environment. 

Over 10% of contact centres offer a multilingual language service – something that we here at HR Consultancy actively recruit for – giving us a competitive edge in the market. From financial services to media; utilities to retail; motoring to technical support, there is a growing number of opportunities within the contact centre market.

But what lies ahead for this burgeoning market? New technology will no doubt play a massive part in how contact centres interact with their customers. Automation and more technical roles are also likely to develop. Here are just some thoughts as to what the future holds for the contact centre industry.

Customer Satisfaction and Agent Matching

Customer-centric policies will very much be at the heart of most contact centres, since it has been proven that positive customer service experiences increases the likelihood of customer loyalty and recommendations. New technology will make customers aware of waiting times and be able to match them to the most appropriate advisor – no more getting put through to several different departments to find the answer.


It is very likely that, in the near future, contact centre customers are going to be able to ‘self-serve’ for many of their calls. This will include pressing numbers to be re-directed or simply speaking commands in to the phone. It will only be if the issue is incredibly urgent or complicated that they will actually feel the need to be put through to an agent.

New Technologies

Live chat, messenger and Skype services are likely to overtake the humble phone call as the main way of communicating with customers. Pretty much everyone has a smart phone, so it makes sense for contact centres to utilise the apps and systems that already exist to make customer interaction easier and quicker. Social media will also play its part, largely as a forum for customers to express grievances or leave positive reviews.

Complex Problem Solving

In order to keep up with customer demands and new technology, contact centres will have to start thinking more strategically, with an increased focus on analytics and intelligence based routing. The problem solving element is likely to crop up when agents must deal with the issues that can’t be solved through automated self-service options. Communication skills and product knowledge will key for those employed as agents.

The needs of both the customers and the contact centres themselves are changing at a relatively quick pace. It will alter both the way we interact with centres and the way in which the centres themselves recruit.

If you would like to source excellent talent for your contact centre, I would be delighted to help you. Click here to see my details and we can discuss the candidates that I currently have available. 

Written By Cheryl Stobo


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