Massive Mobile Changes Ready to Shift the Contact Center Industry

Love or hate Google, when the company makes a major announcement, it is pretty difficult to ignore. And when a warning is released from Google, it tends to leave companies scrambling for ways to comply or face the risk of falling behind – which makes the recent reveal concerning mobile technology and SEO from the company’s head of webspam, Matt Cutts, all the more important.

“You really need to be thinking about mobile,” Cutts said before an audience at the SMX Advanced Conference in Seattle. “We’re starting to think a lot about mobile.”

These words, in addition to a recent post on the Google Webmaster Central Blog, confirm that Google is planning on changing its ranking procedure to deal with websites that do not cater to smartphones. No longer can companies get away with websites that are not equipped to meet the demands of smartphone users.

For the call center, this should certainly sound an alarm.

A lot of call centers are unfortunately unequipped to deal with these upcoming changes. In fact, a recent study by Pure Oxygen Labs confirmed that only six percent of the top 100 Fortune 500 companies currently meet Google’s mobile expectations. Additionally, only 11 percent of top 100 websites use responsive design to specifically reach smartphone users. Even more, only 56 percent provide content that is fitted for smartphones. And most alarmingly, none of the mobile sites are in compliance with Google’s new configuration demands.

As a call center, failing to support mobile usage will greatly harm your business. Consider that there are 1.3 million Android devices activated per day – all which are checked on average 150 times per day, or once every 6.5 minutes. As a contact center manager or decision makers, you cannot afford to not be targeting such a rapidly expanding number of consumers by reflecting mobility in your call center solutions.

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