Top 7 Emerging Technologies for Telecom Call Centers

In the telecommunications industry, call centers serve as a vital touchpoint for customer interaction and service. As consumer expectations evolve, telecom companies must leverage emerging technologies to enhance workflow and improve customer experiences. 

This blog dives deeper into the key technologies reshaping telecom call centers, exploring their fundamentals and benefits. 

#1: Artificial Intelligence 

Nowadays, AI is one of the top and exceptionally emerging technologies for a telecom call center. It helps in every primary and secondary aspect of the agent’s workflow. In addition, the two most significant AI-based call center techs include: 

AI-based chatbots 

With AI chatbots, you can revolutionize the way your telecom call center interacts. Your customers can resolve their queries at their own discretion. In addition, such chatbots can help your users check their account balance, troubleshoot minor technical issues, and also inquire about service outages. 

As a result, the load on your support agents will get reduced, and the response time will enhance. 

Predictive Analysis

The AI can help you analyze all your previous and current data to provide multiple insights, such as peak hours, frequent queries, and potential agent, product, and service issues. Further, you can take all this data into consideration to improve your services and to provider tailored solutions. 

#2: Cloud-based or SaaS Solutions

To enhance the efficiency and resource usage of your call center, you should move to SaaS solutions. It leads you to leverage the pay-per-utilization model and also helps to save costs on new IT infrastructure. In addition, cloud-based software has the following benefits: 

Higher flexibility and scalability 

With the help of the cloud, you can seamlessly scale your operations during peak call hours, promotions, and product launches. It enables you to add as many agents as you need on the platform without the need for additional physical IT infrastructure. In addition, SaaS offers the integration of hundreds of telecom call center tools with complete compatibility assurance. Due to this, you save costs and also maintain the quality of service. 

Remote work capabilities 

In case you need to shift your entire staff to a work-from-home model, SaaS makes it possible and extremely easy. All your agents, supervisors, and other staff members can connect to a single cloud-based platform from anywhere and anytime to execute their tasks. By doing so, you can eliminate the overhead costs and run the business with increased ROI. 

#3: Speech Analytics and Recognition

Mainly, speech analytics and recognition technology are supported by AI and machine learning capabilities. Call centers utilize it as a supporting tool for their agents to accurately understand customer behavior and intent. Let’s break down the two technologies. 

Voice recognition mechanism 

You can use voice recognition for call routing purposes. When the customer calls and tells about their query, this mechanism identifies the keywords and context of that communication. Further, based on that information, it forwards the call to the most appropriate agent, and you save time. 

For instance, if the customer mentions “Red light blinking on the router,” voice recognition will route the call to a network support executive. 

Speech analytics 

With the implementation of speech analytics, contact centers can evaluate the entire call conversation. It’ll help to identify the level of customer satisfaction, trends, and how professionally the agent interacts. Additionally, all the analyzed data can be utilized to improve the training modules, reduce customer frustration, and improve satisfaction levels. 

#4: Omnichannel Support Integration

As the companies grow their presence across multiple platforms, the customers also reach out through all of them. So, to efficiently manage all such channels, you need an omnichannel approach. It helps you to centralize all the communications and let agents effectively handle them. In addition, you will also get the following benefits: 

Streamlined customer experience 

The implementation of an omnichannel approach will give flexibility to your customers. They can use any of the channels, among chat, call, and social media, to reach out to the agents. In addition, even if someone started their conversation through social media, omnichannel will support them to continue it through call or chat. Moreover, the information provided through any of the mediums will get reflected in the customer’s account. 

Deeper customer insights 

You can gather information from multiple channels and analyze it to gain a holistic overview of customer interactions. It’ll aid you in curating more personalized customer experiences and improving future communications. Also, you’ll get to know about the preferred channel, and you can utilize it for marketing purposes. 

In addition, nowadays, every successful telecom business process outsourcing provider uses this approach for better engagement.

#5: Robust Data Security Mechanisms

In a telecom call center, you process a large volume of data, including personal details of customers and employees. To protect all such information, new data security algorithms and systems are being introduced. Also, regulations and protocols are becoming compulsory to follow. 

Data security encryption and solutions 

The encryption algorithms are becoming more robust to maintain data integrity and confidentiality. You should utilize the latest Triples DES, AES, RSA, and elliptic curve algorithms. Also, you can use salting and hashing to strengthen against injection attacks. In addition, you should configure multi-factor authentication mechanisms over internal details.

Mandatory regulatory adherence  

Nowadays, most countries and states require you to align with their data security regulations to serve your customers in that region. Primarily, you need to align with ISO, NIST, GDPR, and CCPA regulations. As a result, all your data will get stored and processed within a secure environment, and you’ll have a data recovery plan in handy. 

#6: RPA (Robotic Process Automation) 

To enhance your overall productivity, you must include robotic process automation in your telecom contact center. It helps you save time and effort on repetitive tasks, which you can utilize for innovation and to improve core competencies. Additionally, it also offers: 

Improved agent efficiency

When automation comes into action, agents get free from doing repetitive tasks. They avail of additional time to appropriately resolve complex issues and improve their productivity. In addition, it also leads to providing quick resolutions, as agents focus on the underlying issues while automation handles inputting and retrieving details. 

Routine task streamlining 

RPA removes the time-consuming tasks, such as appointment scheduling, replying to billing inquiries, and inputting data. In addition, it also helps you assign resources and workload to an agent according to their available bandwidth. Moreover, you can use RPA to execute service change requests, confirm payments, raise tickets, and notify authorized persons. 

#7: Internet of Things (IoT) 

A telecom company offers various products to their customers, including smart devices. Also, for configuring and maintaining such devices, IoT platforms are used. Due to this, IoT becomes essential for telecom contact centers for following two reasons: 

Customer services for connected devices 

If you provide IoT devices to your customers, then you must offer support services to them. You need to provide updates to optimize the performance and also resolve technical issues for your users. In addition, you need to offer configuration guidance. Additionally, your agents should understand the basics of IoT to support other technologies at the customer’s end. 

Proactive customer engagement 

By monitoring IoT devices in real-time, you can predict upcoming issues. This factor will give you the added advantage of providing updates or support beforehand, leading to enhanced customer satisfaction. Similarly, you can also integrate a smart monitoring microprocessor in your home routers to ensure seamless internet service.

You may like to read: 10 Proven Golden Rules of Customer Service for Long-Term Success

Concluding Up

A number of technologies are reshaping the future of telecom business processing outsourcing. From AI, IoT, and automation to strengthening data security, every factor is being considered to streamline, secure, and fasten the workflow. In addition, the convenience of all stakeholders is getting taken care of. The support agents have reduced workloads, customers are highly satisfied, and telecom call centers are gaining high ROIs. Thus, emerging technologies are leading towards a win-win situation for all.