Actually the question should be: Do I have Big Data technology in my Call Center and I don’t know it? You don’t need to be an expert to answer this question. All companies are struggling to manage large amounts of information, more efficiently and effectively, especially the huge amounts of data that a Call Center handles.
Gartner has increased its expectations in this sector, underlining that in 2012 it is expected to have spent 28,000 million dollars in technologies related to Big Data. Is this too much? I think not, given that it is mainly hardware renewal spending. Only 15% will go to software capable of processing large amounts of data.
Should I be investing part of my budget in Big Data technologies? The answer is no. The decision to invest in a certain call center software should be made from a strategic point of view, as a tool to serve as a driver of business change. This requires that the tool is able to manage selected reports from different sources, both structured (i.e., an Access database) as unstructured (such as Social Media). In other words: managing large amounts of data of different nature has become a requirement to consider in choosing a Call Center solution.
One thing is certain: Big Data is no longer a trend, it’s a reality. Is your Call Center ready?