Retail Brief Africa: Outbound call centres are increasingly adopting virtual agents: it’s about time

Outbound call centres have never had to work harder to remain relevant. Today’s customer has a plethora of tools that allow them to screen and block unsolicited calls. And even when they do pick up, they increasingly expect to have their needs met in the same way they do in other parts of their lives. 

Outbound call centres have never had to work harder to remain relevant. Today’s customer has a plethora of tools that allow them to screen and block unsolicited calls. And even when they do pick up, they increasingly expect to have their needs met in the same way they do in other parts of their lives.