As the AFRC and BCG studies show , 60% of respondents say that human interaction will remain at least stable. If it is destined to increase, it will move towards more complex and more precise activities. Through technology and this thinking model, level 1 problems will eventually be automated.
The study also shows that for 90% of companies, the reinvention of the human will bring a lever of significant growth and this for two reasons.
The first is that outsourced call centers will be increasingly specialized from a technical point of view. Having a more advanced technicality, they will guarantee greater customer satisfaction. For a part more oriented towards lead generation, the observation is the same
The second reason is that call centers also need to make a digital transition. To solve “simple” problems, they will need to be able to offer faster solutions such as chatbots. This means that companies can make a very significant economic profit. vietnam whatsapp data
However, there will always be a need for a Level 1 service and that for several reasons:
The social aspect around job loss and human contact
For those who need more explanation
To meet expectations and distribute everyone's problems to higher levels.