Many call centers are adopting different types of social networking techniques to win over new clients and carrying out various activities to personalize their customer relationships.

1. Social Media and Reverse-Shoring Call Centers
Although online social networking has matured way past the infancy stage, many brands
and businesses are still approaching social media marketing the old fashioned way: by
focusing on advertising and promotions. The problem with this push marketing approach is
that it treats social media channels like echo chambers, a situation that ignores customer
care.
Here's an interesting observation made by social media marketing analysts: the majority of
sales that happen on Facebook are not the result of an advertising or promotional post.
Facebook sales are more likely to take place as a result of a suggestion or positive comment
made by someone in the buyers' social media circle.
The problem with many brands that approach social media with a return on investment
(ROI) mentality is that they should be focusing on relationships instead. Social media is not
like television, where a clever beer commercial can bring about 5:1 ROI. Brand success on
social media depends on relationships and customer care, which is why inbound call centers
are essential these days.
Modern inbound call center projects are paying close attention to the social media sphere.
In the past, an inbound call center was basically just a switchboard that routed calls to
contact agents at offshore locations; these days, a call center needs to be staffed with
specialists who understand the concept of branding and the importance of social media.
An emerging business trend related to branding involves setting up inbound call center
projects in the United States, which is also known as “reverse shoring.” In the late 20th
century, the outsourcing industry was all about off shoring; later, it expanded to near
shoring the current reverse shoring paradigm is based on the expertise of U.S.-based call
centers that specialize in social media branding.
The modern American contact centers are not limited to answering VoIP calls; they also
monitor social media channels and engage customers online. They are the answer to a
modern need to obtain solid returns on relationships instead of just ROI.