Last year we wrote an article predicting a few debt collection industry trends to look out for in 2020. With all of the unpredictability that 2020 threw our way, we did in fact, see more and more call centers switch to omnichannel collection strategies, the cloud continues to remain and strengthen into 2021, and automation is still key in the collections industry. As we look forward to the year to come, here are a few call center trends for 2021.

Empathy is More Important Than Ever Before 

In 2020, people have had to have empathy for other people in ways that we never have before. We have all experienced the effects of the COVID-19 pandemic in one way or another. For each person, it looks different, but it is something that you can empathize with. 

Moving forward into 2021, empathetic human connection is a trend that we will continue to see in call centers. At VoApps, we believe that having a consumer-centric approach in collections is extremely important. Consumers want to feel understood and heard, especially during these times. 

Remote Operations Will Continue 

You’ve probably heard this time and time again, business will most likely not be returning to normal, so how do we adjust to this new normal? Looking into the future, it will be important to invest time to build strong remote operations models so call centers can continue to perform with excellence and have the capacity to respond to customer needs on time.

Automation Is A Priority 

We listed automation as a trend for 2020, and it continues to be a leading trend as we head into 2021. Customers continue to prioritize convenience, especially now that people are leaving the house less and less. People are becoming more and more open and receptive to enhanced technology. Maybe DirectDrop Voicemail is the next best thing for your call center? 

Do you have any other foreseeable trends for 2021? If so, we would love to hear from you! Drop us a comment on  LinkedIn.

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