Your endless wait after calling a helpdesk number could soon come to a relieving stop. These calls which often take a long time to connect and a longer time to get redirected to the right person offer little or no assistance to customer care. Continuation of such a trend is causing the level of customer satisfaction to dip substantially in the recent past making a contact center or a call center to seriously consider the introduction of automated self-service technologies.

So the next time you call your bank, an airline or your mobile service provider you may listen to a pre-recorded response. Then what happens to interaction? These automated services will allow you to lodge complaints and make queries without ever communicating with a human. From the perspective of a call center, this is not at all a raw deal. Attrition levels in the BPO industry are fairly high, so they are always looking for ways to lessen the dependence on manpower. This will give them the perfect opportunity to do so.