Call centers are where customers turn when they can’t find answers online or need support to work through complex matters. But call centers could benefit from support of their own, as new research shines light on customer dissatisfaction with automated services like IVR, and call centers’ lack of comfort with information-based security measures.
In the new Call Center Commerce Tracker, PYMNTS also explores the particular call center needs of airline customers and reports on the latest headlines about how call centers are turning to cloud-based systems for solutions, ranging from improved productivity to enhanced security.
Around the Call Center Commerce World
Chatbots are on the rise, with a new survey reporting that virtual customer assistants are expected to be used in 25 percent of call center operations within the next two years. Perhaps even more significant is organizations reporting a 70 percent decline in follow-up inquiries after implementing AI technology.
Still, customers don’t crave all automation all the time. According to a new report, when customers were asked to rate their satisfaction with a call center on a scale from one to 100, those who were first connected to an IVR gave an average of 11 points lower than those who were immediately connected to a live agent.
Meanwhile, players in the space are turning to offering omnichannel solutions to fulfill customers’ needs. One such player is communications solutions provider Twilio, which recently announced a new cloud-based contact center platform intended to enable businesses to better control their customer interaction offerings. The solution is designed to help contact centers deploy an omnichannel platform that can be customized to fit the needs of various businesses.
Another area that may be more than ripe for innovation is security. A separate report found that while 92 percent of surveyed call centers employ knowledge-based authentication methods, only 10 percent said they felt “very confident” that these methods could accurately verify callers’ identities.
For more on these stories and the rest of the latest headlines from around the space, check out the Tracker’s News and Trends section.
How Airlines Can Provide First-Class Customer Support
Even as airlines embrace the digital and mobile world, many recognize it’s just as important to acknowledge that there are still customers who want to pick up the phone and call.
In this issue’s feature story, PYMNTS caught up with Jean-Christophe Lacour, head of product and offers for travel solutions company Amadeus, to discuss serving airline customers’ need for human assistance. According to Lacour, airline bookings can be complicated — especially if a flight gets canceled and bookings need to be rescheduled — and that’s one reason why customers still flock to live phone calls to explain their particular needs.
“Within airlines, call centers are still a very important channel. They account today, according to our data, for about 15 percent of all bookings, which is about 250 million tickets,” Lacour said.
To read the full story, download the Call Center Commerce Tracker™.
About the Tracker
The Call Center Commerce Tracker™ serves as a monthly framework for the space, providing coverage of the most recent call center commerce news and trends. The Tracker also includes a provider directory highlighting the key players comprising the call center ecosystem.