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The Future of Call Centers for MSPs: 5 Emerging Trends You Can’t Ignore

As per several reputable industry leaders, 2024 is an important year for Managed Service Providers (MSPs). That’s because, in a rapidly evolving digital landscape, MSPs will have to change many facets of their operations, which also include customer service. As a top executive in the space rightly said, “For a Managed Service Provider (MSP), the cycle of innovation is almost every day.”

When it comes to customer service, MSPs need to be extremely particular about their communication system using which they can prepare themselves for the brave new world of Artificial Intelligence (AI), Machine Learning (ML), and many more emerging technologies.

This blog post discusses the five key emerging trends of the future of call centers for MSPs. If you own or run an MSP, then this blog post is just for you. So, without further ado, let’s dive right in and know what’s in store for MSPs in the near future.

1. Automation and AI-Powered Customer Support

A recently conducted study revealed that 90 percent of senior MSP executives attributed automation and cloud computing as the main propellers of their growth. Automation and cloud computing enable technicians to focus on business-critical tasks. Another survey of 265 MSPs found the following:

  • More than 60 percent of MSPs adopted Artificial Intelligence for IT operations (AIOps) to enhance service and application availability and performance
  • 58 percent adopted it to automate operations 
  • 54 percent adopted it to automate the process

AI is becoming more and more prevalent in call centers. Tools and technologies such as AI-powered chatbots and virtual assistants are well-equipped to handle routine queries, provide fast responses, and resolve simple tasks without the need for a live agent. MSPs need call center software that’s loaded with automated features that can enable them to automate mundane and repetitive tasks. By doing that, customer service representatives won’t waste their time on low-value manual tasks. They can channel their energy and focus on high-value tasks and hone their problem-solving skills.

2. Cybersecurity

In a time when cyberattacks are growing by leaps and bounds with each passing day, MSPs must be extremely particular with cybersecurity. MSPs are a soft target for cybercriminals for several reasons. Some of them are—the sheer magnitude of client access, and the data & resources they have, and many of them don’t invest as much in cybersecurity as they should. If an MSP’s cybersecurity is compromised, then it will not only lose its reputation but also its clients. That’s why MSPs are doing whatever it takes to bolster their cybersecurity.

As per a report, after a massive cyberattack in December 2020, 98 percent of the MSPs that were impacted took the following actions:

  • 44 percent of the MSPs switched to other IT security software providers
  • 42 percent of the MSPs updated contract terms and liability with suppliers
  • 39 percent of the MSPs hired additional security experts
  • 35 percent of the MSPs realized the need to hire an expert in risk management

As you can see, a majority of the affected MSPs decided to change their IT security software providers after the attack. They wouldn’t have to if they selected the right software providers at the very beginning. That’s why MSPs must handpick call center software that’s replete with cutting-edge security features. Sophisticated call center software has a wide range of security features such as multi-factor authentication (MFA), two-step verification, firewalls, and more.

3. Integration of Different Business Applications

What are the two biggest hurdles to MSPs’ organic growth? 

  • Suboptimal usage of different applications (such as Customer Relationship Management (CRM), ticketing, dashboards, project management, billing, quoting, and others)
  • Switching between different applications

The two factors not only waste a lot of time but also hamper the operations of MSPs. One leading research found that 90 percent of MSP respondents said that integration between different applications is vital to the continuity of their as well as their clients’ business operations. Here are some other reasons why integration is essential for MSPs:

  • Streamlined workflow and efficiency
  • Enhanced customer experience
  • Effective communication and collaboration
  • Data accuracy and consistency
  • Cost reduction

Sophisticated call center software comes with exceptional integration features. Using high-quality call center software, MSPs can integrate CRM, ticketing, dashboards, project management, billing, quoting, and others into a single unit.

4. The Internet of Things (IoT) 

As per one research, the IoT MSP market is projected to increase by 28 percent until 2028. The study attributed the growth to the surge in automation, multi-cloud applications, and higher demand for IoT in the industrial space. 

The implementation of IoT will have a huge impact on call centers and it will empower MSPs to automate a majority of their customer support services. As IoT entails a data-sharing stream for call centers, it will enable MSPs to be proactive in their customer service approach instead of being reactive.

For example, if MSPs deploy IoT-powered sensors and devices across their clients’ IT infrastructure, they can monitor the performance of equipment, servers, and various other key components. If any anomaly is found, the right team will receive an automatic request from the devices and sensors.

The massive volume of data will help MSPs a lot in enhancing their customer experience. That’s why MSPs need to handpick the right call center software with sophisticated data analytics and reporting tools. By leveraging such software, they can process a large quantity of data and improve decision-making.

5. Remote Work and Flexibility

In 2024—four years after the global pandemic—do MSPs need to optimize their operations for remote work? The answer is a resounding ‘Yes!’ A recent survey by Harvard Business Review asserted that “remote working isn’t going away and executives know it.” As remote working became the norm rather than an exception, the demand for remote IT support has grown exponentially. Many MSPs have adapted the way they provide remote support services and they are also reimagining new ways to operate their call centers.

The MSP Benchmark Survey conducted by Kaseya in 2021 found from the responses from nearly 1,000 MSP owners, remote workforce setup emerged as one of the biggest opportunities after cybersecurity and cloud migration. The growing trend of remote working necessitates robust call center software that can adjust to the changing demands in a work setting. 

MSPs must leverage the right technology that facilitates effective customer support irrespective of time zones and geographical locations. By investing in the right call center software, MSPs not only can provide high-quality customer service but also future-proof their call centers’ operations for a distributed work landscape.

All in All,

The future of call centers for MSPs looks extremely bright and exciting. It’s all about leveraging sophisticated technology to provide the best customer service and maximize agents’ productivity. To make the most of the technological advantages and gain a competitive advantage, MSPs need to invest in the right communication solutions such as call center software. When MSPs leverage the right call center software, they not only exceed their clients’ expectations but put themselves at the frontier of innovation.

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