Hybrid work, AI tools, transform Aussie call centers
SYDNEY, AUSTRALIA — The COVID-19 pandemic has accelerated major changes in how Australian companies operate their customer contact centers, according to a new report from Information Services Group (ISG), a global technology research and advisory firm.
The report, titled 2023 ISG Provider Lens Customer Experience Services, found that many organizations have embraced hybrid and remote work arrangements, though this creates challenges around security, productivity, and company culture.
In response, managers are utilizing new digital tools like artificial intelligence (AI) and cloud-based platforms to streamline operations and improve customer experience.
“Contact centers in Australia are evolving into intelligent CX [customer experience] centers,” said Jarrod Magill, director, ISG Australia.
“Despite many disruptions to the way Australian companies operate, digital technology is now generating insights and predictions that help contact centers better respond to customers.”
They also shift more services to digital self-service channels like chatbots, reducing reliance on in-house centers. According to ISG, bringing voice services back in-house has not improved customer experience enough to justify the cost. Thus companies are moving work offshore again.
The report names Concentrix, Datacom, Probe CX, TSA and Wipro as leaders in contact center services. Foundever, Genpact and TTEC lead in multiple areas, while others including Teleperformance and WNS show high future potential.
The report also examines other Australian contact center trends, including staffing and retention challenges and the growing focus on social media content moderation.
