Share This Story, Choose Your Platform!
Published On: November 12th, 2020|2.3 min read|

Does the term “call center” have a negative connotation?

In many ways, absolutely. Customers think of call centers and they often think of long wait times, people that can’t answer their question directly, a significant journey to even find a human being to talk to, the chance that the person you reach won’t communicate well in your language, and more. On the call center agent side, call centers have been called “highly stressful and tiring” places to work, and there are significant Quora threads about why exactly call centers are bad places to work.

Now, you might think it’s curious that Conectys — a company with 11 global delivery centers, i.e. call centers for customer experience and moderation needs — would write a white paper on why call centers are bad and hellacious places to work. That’s actually not what we’re doing. We understand the connotations associated with “call center,” but for much of our 16 years in business, we’ve tried to focus on a different way of approaching this work. Ours is more rooted in agent training, agent engagement, the opportunity to advance, and the ability to co-create and co-strategize with our client-side product teams. That’s been successful for us.

We believe, though, that call centers are headed to a new future. First of all, we shouldn’t be calling them “call centers” anymore. We prefer the term “contact center.” Call center implies a factory; contact center implies communication between people and making contact, connection, and guidance.

Secondly, in the summer and fall of 2020, we worked on a deal in Europe with a governmental agency. There are certain connotations to government work too — slower-moving, bureaucratic, hierarchical, etc. So, on the surface, you might expect a deal between a contact center company and a governmental body would be very old-school and compliance-driven. In some ways, it was. But as the deal evolved, we realized that the governmental organization saw a much bigger, newer need from a contact center. They wanted a partner that was:

  • Mobile-first
  • App-driven
  • Able to work from anywhere
  • Digitally-driven
  • At scale and adding new facilities

The last bullet has been a common requirement for contact center partnership for years now, but the other ones are newer. On this deal, for example, the government body was concerned that we could help answer citizen questions across a variety of mobile tools, notably WhatsApp because they increasingly saw a youthful audience head in that direction.

We’ve thought of contact centers as stodgy rows of desks and people on headsets for a generation or more now. Are they becoming young, hip, strategic places all of a sudden? Perhaps.

In our next blog, we’ll start looking at mobile-first contact centers, the need to moderate in-app, facility expansion, and more.

BPO Market GrowThe BPO market might grow $76B between 2020 and 2024
Four ways that contact centers are changing in 2021 and beyond

Recent  Posts

  • Conectys-Business-Process-Outsourcing

The elements that create a remarkable customer experience

September 20th, 2022|Comments Off on The elements that create a remarkable customer experience

A remarkable customer experience is the cornerstone of successful brands. It is all about utilizing a third-party service provider to manage communication and interactions between the company and customers. Investing in it is a great way to optimize [...]

  • conpany culture influence on cx

The influence of company culture on customer experience

September 14th, 2022|Comments Off on The influence of company culture on customer experience

A company's culture is a set of universally held fundamental values and behavior standards that serve to define a business both internally for its workforce and outwardly as part of its public image. A company is more likely [...]

  • Text-based customer support VS phone-based

Text-based customer support VS phone-based

September 5th, 2022|Comments Off on Text-based customer support VS phone-based

Phone support offers personalized experiences, but live chat agents can answer multiple inquiries more quickly. They both serve customers but they are the total opposite of each other. Phone support and text-based support or live chat each have [...]

  • startups prefer customer support outsourcing

Why startups prefer customer support outsourcing

August 24th, 2022|Comments Off on Why startups prefer customer support outsourcing

Customer support falls under customer service. Yet it prioritizes customers who have trouble or require assistance. It has a major role when it comes to the success of startups and is a big stepping stone for some big [...]