Article
April 8, 2022
The FCA Consumer Duty Act: Making Contact Centres Protect Their Most Vulnerable Customers
What we know so far about the Consumer Duty Act and how it will protect vulnerable customers
The contact centre industry is constantly evolving and facing new challenges. Today, Gartner estimates that there are approximately 17 million contact centre agents across the world. We take a look at the core challenges that contact centre leaders, manager and agents face in the year ahead.
With the advancement of technology, the use of AI and automation in the contact centre industry is expected to increase. A study by Salesforce found that 59% of contact centers are currently using artificial intelligence and machine learning technologies, with an additional 25% planning to adopt these technologies in the near future.
Customers are becoming more demanding and expect a seamless and personalised experience. Contact centres will need to find ways to meet these expectations and provide a consistently high-quality service.
The COVID-19 pandemic has resulted in a significant shift towards remote work, with a study by Gartner finding that 48% of employees will work remotely at least part of the time after the pandemic. This will require new approaches to training, communication, and collaboration.
Customers increasingly expect to be able to contact companies through a variety of channels, including phone, email, chat, and social media. A report by Forrester predicts that by 2024, companies will be managing an average of 11 customer service channels, up from just six in 2019. Contact centres will need to find ways to manage and integrate these channels effectively without neglecting the customer experience.
Like most others, the ongoing pandemic has had a significant impact on the contact centre industry and what people look for in a satisfactory workplace. Staff turnover was cited as one of the top 3 problems by Managers and Leaders in a 2022 study and it's why we focus on empowering the agent.
As the amount of data generated by contact centres continues to increase, managing and making sense of this data will become a challenge. The pandemic highlighted the importance of data management in the industry, with a recent study by Microsoft finding that 75% of contact centres have had to pivot to new technologies to support remote work.
With the increase in the use of AI and automation, contact centres will still need to deal with complex and sensitive customer queries that require a human touch and emotional intelligence. This will require well-trained and knowledgeable agents. According to a report by CustomerThink, 70% of customer interactions require human intervention to resolve 'complex' issues which are more likely to result in a complaint if mishandled.
As the industry continues to evolve, effective leadership will become increasingly important. This will include the ability to adapt to change, motivate teams, and deliver continuous improvement. A study by Forbes found that effective leadership is the number one factor in driving employee engagement and customer satisfaction in the contact centre industry.
The contact centre industry is constantly changing and contact centres will need to find ways to stay up-to-date with the latest technology and innovations. With procurement cycles and (often) long set-up times it can be really tricky for contact centres to create a competitive advtange through technology at speed whilst staying ahead. It's why we've built MOJO-CX© to deliver faster than anything else on the market.
As the contact centre industry faces new challenges, the need for ongoing training and development of employees will become increasingly important. This will include not only technical skills but also soft skills such as empathy and problem-solving. We believe effective coaching software will underpin this.
There's never been a more important time to invest in technology that compliments your agents rather than look to use technology to replace them. 2023 looks set to be more competitive than ever with substantial changes to the way people work, what they want, the technology they use and the global economy all on the horizon.
Good technology need not cost your arm and leg however. It's why we're transparent about our market-beating pricing - calculate yours today and get in touch to see how we can help. There's a reason we're trusted by names like Ascensos, HSBC and Sainsbury's to create contact centre experiences that stand out.
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