Global call centers market is projected to reach $337.8 billion by 2018, according to a new report by Global Industry Analysts. This report on call centers markets shows that this tremendous growth will be due to increased corporate focus on providing efficient customer service to the clients.
Growth of global call centers market will also be due to renewed business process outsourcing activity and more use of innovative IT technologies.
The research report titled “Call Centers: A Global Strategic Business Report,” notes the growing importance of call centers in business development strategy and for this reason they are well equipped to deliver world class services to their clients.
Previously the call centers were dedicated to provide basic customer service functions but now the same facilities are used to create value to the clients and the stakeholders. This has become important as businesses today have to struggle with a challenging economic climate on a regular basis.
Other factors which they have to take account into are increasing consumer demands, strict regulatory pressure and rise in competition. These factors have driven the call centers to adopt tools such as Voice Response Systems (IVR/VRU), VoIP, and Automatic Speech Recognition (ASR).
The report also shows the integration of social media with the contact centers to increase interaction between the company and its clients. Social marketing has increased in popularity over the years and companies want to tap this tool to make their businesses grow.
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Edited by Amanda Ciccatelli