In every part of the world and in all kinds
of industries, you will notice a call center that makes mistakes. Even with
good call center training and other helpful resources being made
available, many businesses try to take a shortcut to slash expenditures.
Unfortunately, if one attempts to take this
shortcut, it can lead to a ton of problems and the company will have a problem
when it comes to satisfying and retaining customers. There are a few common
errors committed by call centers, and when you are aware of these fallacies,
you can do the needful to ensure that these mistakes are not repeated in your call center services.
Not
Employing Enough People
When companies decide to use an inbound call center services, they are
usually doing so as a way to keep their costs and expenses low. Companies
decide to use call centers and make the decision to cut their staff. When there
are not enough employees working, you will see a decline in your business’s
efficiency and productivity.
When you do not have enough workers on
staff, the employees you have left will have to work harder and longer hours in
order to handle the pressures of the job. Employees will have plenty of calls
to answer, and this can result in poor customer service.
The
Common Problems faced by Customers at Call Centers
The main problems that the customers face
at call centers are the following:
Customer Service- You would probably think
that every business is centered around focusing on customer service and
the customer’s experience, but this is not true everywhere. Many companies do
not think about the type of customer service they can offer when they make
their rules and regulations for call centers. When your employees feel
pressurized in answering a deluge of calls, they will probably be unable to
answer problems at the first call itself. Customers feel nettled and overly
hassled to continuously call a center in order to get the answer to the problem
they feel they should have received the first time itself. Customers are only
content when they can receive answers to their problems the very first time
they come in touch with one of your sales representatives.
• Security: A business
owner needs to watch their step at every point of outsourcing. Despite the fact
that renowned outsourcing companies employ a myriad of security tools, they
cannot pass on important information to call centers owing to security issues.
• Communication
Gap: Often, cultural and language issues create huge problems between
agents and customers. This impacts the turnover rate. Thus, an organization has
to be particular while laying down the rules and regulation of service with its
outsourcing partner.
Troubling your Sales Rep: When you do not
make your sales representatives read from a paper or pressurize them into
talking to your customers within a stipulated time, you will give your sales
reps a better opportunity to be more efficient and productive with customers.
You want to employ sales reps who are
professional with a world of experience but in order to shine they need to be
uninhibited and in a relaxed state of mind. When your sales reps do not have to
read from a script and they can add their own flavor to the phone call and will
have a better chance of getting through to the customers.
Choosing the Wrong Outsourcing
Company-Outsourcing is not a very bad idea if you know exactly what you are
getting yourself in to. If you make a blunder, everything in your
business can be jeopardized. Sometimes there are cultural and
communication differences when companies outsource their call centers and this
can create confusion between customers and agents. So you need to be focused
and think deep before plunging into a decision.
If you do want to outsource your call
center, you should ensure that you have a plan and a strategy to overcome all
problems. How many of your departments do you think you should outsource? What
will your responsibilities be? How long will your association with the call
center outsourcing company be?
You want to retain your customers so that
your company also has a long and fulfilling shelf-life. If you deliver poor
customer service, your customers will also look for greener pastures. If you
are worried that your call center is not providing your customers with
high-quality services then you need to re-strategize and mull over your plans
once again so that you can lure your customers with careful planning and
effective strategies, to avoid the above mistakes. Call center Philippines play an important role in helping with the
growth of an organization. Although there may be a few glaring faults in the
outsourcing process, it also offers many benefits which cannot be ignored.
Thus, a company should keep these points in mind to surge ahead of the
competition.
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