Pandemic Response: F.H. Cann & Associates Shares 2020 Call Center Trends
In the age of the COVID-19 global pandemic, the need for expert call center services has never been greater. Many companies across the United States are now operating remotely, meaning they are handling clients digitally and over the phone. And as people observe social distancing and stay-at-home orders, they are in increasing need to call center services. FH Cann & Associates, a leading provider of expert call center services and solutions for challenging projects, is sharing some of their insider data. They’re sharing 2020 call center trends, which are taking the industry by storm.
Need for individualized care
Call center challenges, particularly complex ones, require one thing: personalized call center solutions. That’s according to FH Cann & Associates, which provides each of their customers with a personalized program, suited to their customers exact needs. Call center solutions are not one-size-fits all, and that’s apparent in the 2020 trend for call centers. For example, a municipality will require different solutions than a client in education. By providing personalized call center solutions, FH Cann & Associates says a key component of their business is individualized care.
A customer-centric approach
Another trend for call centers in 2020 is that businesses which are at the head of the pack are leading their business with a customer-centric approach. FH Cann & Associates embodies this business methodology and believes that there is no other way to approach call center solutions. When employees prioritize customer success and happiness, you are much more likely to have successful outcomes, particularly with complex call center projects, which FH Cann & Associates specializes in.
The latest technological advances
A big call center trend for 2020 is the need for the latest technological advances. FH Cann & Associates says they prioritize integrating the latest technological advances which impact the call center industry. These advances allow them to “develop unique dialer campaigns and collection workflows tailored to each distinct business line of a client,” for example. These technological advances not only help FH Cann & Associates excel at providing call center solutions, but that difference is also felt by the customers, who are increasingly looking for these advancements.
Highly-trained experts at the helm
Another trend sweeping through the call center industry in 2020 is the need for highly-trained experts. Clients want their call center providers to be experts in their industry, who are dedicated to their accounts, according to FH Cann & Associates. They say their employees are not only highly-trained experts, but they’re also extensively trained in things like information security protocols, which customers expect. They also regularly undergo more trainings, so they are up-to-date on the latest protocols.
FH Cann & Associates highly prioritizes the happiness and skill level of their employees, so their team is ready to handle some of the most challenging call center projects in the business world today.
FH Cann & Associates is a leading provider of call center solutions. They have been expanding, and were recently featured in Yahoo! Finance. You can read their business blog here, and follow them on Twitter.
