With the always steady rise of the Web, it is to be expected that the customer relationship will soon undergo a profound change. At a time when online sales account for 20% or more of the total volume, we may wonder what the future of telephone call centers will be: will they really be drained because of the new trend of ” Purchase on the Internet?
The era of “Self Care”
More and more people are keen on web technology and consumers want to be very selective and agile in terms of distance shopping. And since one is better served than by oneself, many Internet users do not hesitate to invest fully in the search for the offer that suits them.
Of course, they are very demanding and judge on many criteria. For companies, it is the means devoted to the care of the client that decrease and so much better, as for the call centers, the mutation in unified multi-channel contact center is inevitable to stay in the race.
A provider of a new kind could emerge
This is a provider who will take charge of the professional exchanges of going out to what they are truly effective. It will no longer be a question of insuring the taking of orders but of building a privileged and “exclusive” relationship between contractors and consumers.
