Telemarketing trends to watch in 2023
Telemarketing is one of the longest-standing marketing methods and continues to thrive even with the numerous channels of communication that have developed since.
Businesses continue to benefit from the success and growth that can come from having a direct line of communication with customers and clients, whether you’re attempting to reach new prospects, retain business or develop a better understanding of your target market needs and demands in the ever-changing consumer culture.
OMNI-CHANNEL PRESENCE
In order for businesses to flourish they must tap into multiple channels of communication and marketing in 2023 if they are not already, this means that many outsourcing call centres and telemarketing companies will likely be capitalising on this demand by offering omnichannel packages and options for their customers to take advantage of.
A brand’s customer experience, whether it is purchasing products, researching a product, or contacting customer service is omnichannel, and customers expect to be able to use their preferred medium to interact with the brand.
TELEMARKETING ANALYTICS ENHANCED
In 2023 we expect to see analytics on a whole new level with different channels of communication opening up the opportunity to explore even more avenues of information collected from your customers and clients.
Getting a comprehensive and advanced view of your customer and target market analytics will help you build more targeted and stronger campaigns to deliver, which should help you connect with customers better and generate more leads when offering a more personalised experience.
AI TECHNOLOGY
Customer satisfaction is at the helm of every thriving business so making sure you are doing everything to provide a positive consumer experience is imperative to your success and is becoming even more easily achievable with the help of AI technology.
In 2023 more and more call centres will be using AI techniques to get a better understanding of customer emotions and interpret a misunderstanding in communication, which ultimately ensures that call centres are providing a high-quality approach to their customers, clients and prospects, allows them to shorten wait times and really simplify the experience delivered to customers.
FLEXIBLE WORKING HOURS
Although flexible working hours seemingly suggest that it would only benefit employees, it can also improve your customer’s experience too.
Remote call centres are growing in popularity post-pandemic and we predict this method of working will continue to thrive in 2023 as it has been adequately proven that call centre services and high-quality delivery to customers can be achieved from anywhere beyond the office without missing the key requirements needed.
A happy workforce inspires better productivity, motivation and reduces the turnover in employees, allowing you to retain your best agents whilst giving them back more flexibility in their working patterns which will in turn ensure that the quality of their interactions with customers remains high and satisfactory.
