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The latest thinking from Eckoh

Gearing up Your Call Centre for the Next Generation
Friday, 11 November 2016

Millenials or ‘Generation Y’ (those born between 1980 and 2000) will form 75% of the working population by 2025 – yes, that’s less than a decade away.

Gearing up your call centre 900

So if they’re not already - customer service operations need to be gearing up to service them as their core market.

Why? Because unlike now, where 83% of consumers still prefer to talk over the phone, millennials prefer to use other channels before using the phone. Millennials are already and will continue to play a key part in shaping this era of customer service - changing the ways we buy, sell and communicate with all generations.

Their influence is already starting to show. The call centre, which used to just handle phone calls, now communicates with customers through calls, social media, SMS, emails, videos, apps, etc.

The new ‘contact’ centre has emerged relatively quickly to adapt to new consumer technology, but many organisations are struggling to keep up with the rate of change and meet customer communication expectations.

Millennials have grown up during a time of technological change and are the first generation of digital natives. Their use of technology has shaped;

  • Shopping behaviour - They prefer to buy online, and quickly.
  • Attitude towards brands - They’re less loyal and will not wait around for your service to improve.
  • Comparisons - They will shop around and if you’re not meeting their needs, someone else will.
  • Reviews and information - The internet is their best friend. There is no doubt they will look up what others are saying about your products, prices, customer service etc.

So how will Millennials want to interact with contact centres?

Today there appears to be a current heavy emphasis on:

Social media: 81% of millennials are using social media to interact with customer service.

22% expect a response time of maximum 10-minutes.

Self-Service: 70% of millennials expect a company website to offer self-service and self-help applications. Before they commit to pick up a phone for help, they’ll look for support pages, web chat or outside forums for answers.

Speedy Support: 71% of online shoppers appreciate anything a brand does to shorten their wait- on the phone, on the internet. Every minute they spend.

Tomorrow, it is predicted that channels will become even more diverse. But don’t panic, this isn’t to say you have to adopt all channels. Too many businesses make the mistake of trying to launch every available channel thinking they ‘need’ too and introducing apps, chat, Twitter, Facebook pages, Instagram, Google +, LinkedIn, Web Chat, email, etc. They end up trying to manage every channel under the sun and not doing any of them particularly well. Rather than improving customer service, it often suffers as a result.

In our experience, companies that listen to what their customers want, and provide a manageable amount of effective, joined up communication channels, have the best customer service stats.

If you’re selective and choose channels that actually matter to your customers and ensure these channels ‘talk’ to each other, your customers will be happy.

For two decades, Eckoh has kept up with the trends and market changes and developed some effective multi-channel solutions for contact centres that have until now struggled to transition to an Omnichannel environment.

If you’d like a chat to understand more on providing a true Omnichannel experience, contact us today on 08000 630 730.

Here’s a short film about the future of contact centres.


About the Author

Tony Porter

Tony Porter

Head of Global Marketing

Tony has over 30 years’ experience in sales, marketing and business development and currently leads these activities for Eckoh in both the UK and US markets and across all sectors. Tony’s role focuses on helping contact centres to improve their customer engagement, making them convenient and secure for consumers to use. He understands the challenges organisations face around PCI DSS compliance and how to make the Omnichannel contact centre experience a satisfying reality. He is a regular speaker at events on topics such as PCI DSS, GDPR, contact centre technology, IVR solutions, self-service, secure payments, marketing and business development.

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