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Hosted Call Centers Emerge as New Trend in Contact Center Industry, Says GIA Report

Modern technologies like hosted call centers are equipped to provide services beyond customer service. The popularity of these technologies is driving the growth of the call center industry. According to a new report from Global Industry Analysts (GIA), global call centers market is projected to reach US$337.8 billion by the year 2018.

The growth is primarily driven by the increasing focus on providing efficient customer service  as a part of business development. Other factors contributing to this growth include renewed business process outsourcing activity and increasing use of innovative IT technologies.

Hosted call centers are emerging as the new trend in contact center industry primarily due to their ability to reduce costs and improve efficiency in call centers. In hosted call center model, services such as help desk support and technical support are delivered over the Internet. This helps call centers reduce upfront costs and gain greater control and visibility. Services such as outbound dialing, quality monitoring, speech self service and workforce management further increase the scope of hosted call centers.

In the United States, the call center industry is going through an uncertain period. The proposed anti-outsourcing bill is designed to take a dig at the call center business, a successful legislation of which will cripple countries like India and Philippines, which are prime outsourcing destinations for US companies. The continuous anti-outsourcing lobbying in the country will continue to keep the industry nervous over the future playout of the political drama over outsourcing.

Unlike call centers of the past which focused on customer service, modern call centers are well equipped to provide services beyond customer services. Call centers are re-emerging as important instruments to create value for customers and shareholders.

Another major trend affecting the industry is the integration of social media with contact centers. The growing clout of social marketing has allowed call centers take up image management roles for client companies. Contact center software developers are increasingly integrating Social Media Context module into their solutions to enable agents to quickly identify social media conversations most relevant to the client’s businesses.

The revolutionary growth of smart phones has driven the growth of call center services in the form of mobile apps. Call center companies are launching innovative apps for the customer to directly interact with the call centers using their smartphones.

Edited by Amanda Ciccatelli

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