Blog

3 Deadly Call Center Jobs Mistakes and How to Avoid Them

Picture4

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.

Related: 14 Things You Should Never Do At Work

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.

Find BPO jobs in Gurgaon, call center jobs in Delhi, and other regions by registering your CV on a job portal today!

Also Read:

A Day in the Life of a Telecaller

How Can BPO Jobs Give Your Career a Boost?

You may like to read this

  • How to Start Doing What You Love

    Forty hours—if not more—of your week are spent at work. Unfortunately, most people seem to think that the work that they do is not worth their time. Perhaps there is a problem with Friday being the most celebrated day of the week. While it’s great to have a job and to be financially secure...

  • 5 Reasons to Work for a Startup over a Corporate Job

    "Move out of your comfort zone. You can only grow if you are willing to feel uncomfortable when you try something new" - Brian Tracy Working for a Startup can be significantly different than working in a defined role in an established company with set processes. It is demanding, unsettling and fun ...

x