In the future, many new business models will be derived from the call center, which will greatly promote the development of the call center and the change of the industry ecosystem.
1, traditional call centers are basically B2B or B2C. With the emergence of new social networks and O2O business model, there will be a large number of C2C branches in traditional call centers, that is, it will be easy for everyone to set up their own personal call centers in the future. Personal call center is different from the current Weibo and WeChat platforms, but it combines all contact channels and covers professional call center management, business applications, statistical reports and so on. This will be a vast market space, especially for the operators of cloud call centers.
2. With the continuous increase of labor costs, artificial intelligence technology will replace simple call center agents, and agents will handle more advanced and complex businesses, so the authority of agents will be further improved, and their online processing and service capabilities will be further strengthened. At the same time, with the popularity of the Internet of Things and wearable smart devices, M2M interaction will occupy an important position in the call center. Many call centers will have M2M interaction before the real interaction between customers and agents. Based on M2M, a large number of brand-new business models will be derived, such as medical care, fitness, human-computer interactive games, real-life interactive games, interactive positioning and so on.
3. With the popularization of cloud computing and mobile Internet, the call center will gradually spread from full-time staff to full-time staff, thus greatly improving the efficiency, service level and management level of all staff.
4. With the rise of cloud computing and full seating, as well as the development bottleneck, traffic congestion and labor shortage in big cities, large centralized call centers will no longer appear, and distributed seating will become more and more. Lean management based on large centralized call center will gradually withdraw from the market or become a niche product. At the same time, KPI assessment indicators such as incoming electricity will not be extended, but will be replaced by transaction rate and service satisfaction rate.
5. With the aging population in China, there will be a large number of middle-aged and elderly agents and part-time agents, as well as real family agents, and related human resource management will be a hot spot.