Even in the digital age, the role of contact centers has never been more defined. It remains the ultimate point of contact for handling complex issues or problems like shipping delays, billing discrepancies, faulty gadget etc. This is where proactive support comes into play. The call center creates positive impression – showing they are responsive, aware, and accommodating.
Americans cannot tell the difference these days. They would speak with a Filipino telephone representative whose accent and communication skills are remarkably on par with a native American English speaker.