If there’s anything certain in the call center
today, it’s that unpredictability is the name
of the game. Forecasting models aren’t
able to address sudden and unforeseen
changes, such as the 2020 pandemic and
its resulting impact. The ability to scale
is the key to always meeting customer
expectations for seamless, fast, and helpful
customer service interactions.
You have a few options for scaling your call
center, but what’s the best way to do so?
Adding more agents is often the first
option. But hiring is expensive, slow,
and challenging, especially during labor
shortages. There are three other options for
scaling: hire a business process outsourcing
(BPO) provider, implement an interactive
voice response (IVR) system, or deploy voice
artificial intelligence (AI). All three methods
have a place in call centers and come with
their unique advantages and disadvantages.
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