3 Deadly Call Center Jobs Mistakes and How to Avoid Them
Call centers are now being known as “information centers” or “contact centers”. However, in spite of this, call centers are making some of the biggest mistakes by taking short cuts to lower their initial investments. By doing this, call centers are in fact creating customer dissatisfaction which inevitably proves hazardous for their business.
Here are four mistakes that call centers often make and should avoid.
1. Ignoring customer experience: Highest customer satisfaction comes from first contact resolution (FCR) where a call center representative doesn’t have to call back to follow up. It’s when the number of calls and call duration exceeds the normal time, the real problem starts. Customer expectations are not met the first time around which leads to dissatisfaction. Hence, by reducing the dependency on scripts and allotted call duration, the overall call center productivity can be increased.
2. Too much of outsourcing: A lot of outsourcing can again lead to low customer satisfaction due to less trained staff, communication barriers, etc. Outsourcing can make call centers lose control over their important processes and the knowledge that allows them to grow as a business. Hence, it is important to keep a check on the amount of outsourcing as well as to whom the processes are being outsourced.
3. Insufficient training: Training representatives is highly important. Many call centers are unable to invest in quality training because of their high turnover rate. It is highly important for call centers to train their reps as this would help in achieving customer satisfaction and more revenues.
By avoiding these mistakes, call centers can really improve their process efficiency as well as drive superior customer experience. Make sure you learn from these mistakes and don’t repeat them again in the future.
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