Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Four Common Call Center Problems That Lower Quality And How To Overcome Them - PlayVox - ContactCenterWorld.com Blog

Four Common Call Center Problems That Lower Quality And How To Overcome Them

Call centers are the front line of customer service but many common call center problems can stand in the way of top-tier customer service.


It is well known that a call center is one of the toughest work environments, which can result in increased agent absenteeism, agent turnover and costs while decreasing customer service quality, team morale and effectiveness. Therefore, when the professional environment is unhealthy, business dooms.

But this is only the tip of the iceberg. There are several other concerns that need to be addressed and companies have now started focusing on enhancing the quality of service. Agents should be more than ever skilled and equipped not just for script reading but for more complex problems. They need to be able to act autonomously should a problem arise.

So what are the biggest problems that call centers are facing today? And how can you improve efficiency and optimization? Below we discuss 4 common problems call center managers are dealing with today, and how to overcome them.


Common Call Center Problem No 1.

Agent attrition

Employee attrition has long been an issue in high-volume hiring environments, such as call centers. Cramped in a cubicle 9-10 hours a day, answering calls of frustrated customers, low pay, and slim benefits could be why agents do not see a future in this environment.

According to a recent Linkedin report, in addition to the law wages, compensation still remains one of the biggest challenges in recruitment for a call center.

In addition, a call center employee with aspirations can easily get discouraged given the little or no room for growth in a monotonous job. As a result, agents and employees have high rates of burnout, turnover, and poor performance.

                              **Check out the 13 ways to boost call center performance**


Solutions

Recognize and reward

Most call center agents only communicate with superiors when something is going wrong. However, call center managers should recognize and acknowledge the effort as well as the outstanding performance of their agents. It is the easiest approach to build trust, strengthen agent-manager relationships and bring positive energy to the workplace.


Competitive pay and benefits

Call center agents work hard, and rewarding them for a job well done, will keep them motivated and willing to stay in the company. Compare company benefits and wages to other call centers in the industry as well as offer incentives and even reward programs to compete for the best talent.


Control and training

It is crucial that skilled and motivated agents are able to not only handle a conversation successfully but to gain customer trust as well. Coaching agents with traditional training methods can be quite time-consuming and not necessarily the most effective way.

Instead, the agent should be trained to provide value to the company. See how you can teach agents to deliver personalized customer service.


Gamification

Gamification is transforming call centers. With the right game mechanics, tools, tactics and techniques, managers can transform their call center into a customer-centric operation by motivating employee engagement and achievement.

**Don't use gamification in your call center? Here's why you should!**


Common Call Center Problem No 2.

Low customer satisfaction

According to SQM, a U.S. customer survey research, 20 to 30 percent of a call center’s call volumes are call backs from previous, unresolved issues.

Although most dissatisfied customers will not complain, even worse, they will leave and never come back.

And even if the call center compensates customers to make up for their bad experience, it takes 7 positive experiences on average to make up for one single bad one.


Solutions

Provide IVR

An optimal solution to enhancing customer satisfaction and loyalty is by providing an Interactive Voice Response or else skills-based routing. When the customers call, they will have a more personalized experience.

IVRs collect information about customer’s needs and will transfer the customer to the most appropriate agent or department. In addition to the reduction of operational costs, the advanced system can place high-value callers to the front of the waiting queue meaning that even if all agents are busy, the team will never lose a high-value customer.

                       **Is your Interactive Voice Response (IVR) doing more harm than good?**

Customer surveys

Make customers the spotlight of your call center, and constantly ask for feedback and opinions. Customers will provide you with a wealth of information about your product, service, agents and more. All you need to do is listen.


Reassess your KPIs

Metrics by which you measure agent performance could potentially be harming your customer service. KPIs such as AHT pressure agents to handle call within a certain amount of time, leading them to transfer the call more than necessary, "accidently" get disconnected and provide a generic service.

Review your scorecard and make sure agents are focusing on metrics that really matter and don't backfire.


Common call center problem No 3.

Not putting employees first

A decrease in call center performance levels can be the result of many things, including low morale. Call centers have learned to place a lot of importance on their customers, forgetting to check in on their staff every once in a while.

KPIs such as customer satisfaction (CSAT) are more commonly used than employee satisfaction (ESAT). According to a recent survey by ICMI, nearly half of respondents do not track employee satisfaction within the call center.

An over-reliance on traditional metrics such as Average Handling Time and Speed To Answer, make it difficult for agents to improve because such metrics ignore quality, overwork agents and ultimately lead to a decrease in performance.


Solution

Focus on non-traditional metrics

Focus on qualitative and quantitative metrics, such as real-time customer feedback, balanced scored cards, and Net Promoter Score which all work to further improve performance levels.

**More important that Net Promoter Score? Agent Promoter Score**


Common problem No 4.

Too many tools

Many call centers are using multiple and outdated software to help them with their day-to-day operations instead of using a single tool.

This means agents in some call centers are opening and closing up to 10 different software to resolve a single query and spending an enormous amount of time on administrative tasks.


Solution

Integration

Adopt new software that will integrate with the existing ones in the call center. Or opt for a platforms that already have multiple systems integrated into it, such as ZenDesk or PlayVox.

ZenDesk provides a cloud-based customer support platform which allows quicker and easier interaction between businesses and customers, giving agents the ability to handle multiple systems from one single source.

PlayVox, which easily be integrates with ZenDesk, provides the tools to run the QA operations of your call center, centralizing training, coaching and evaluation tools.


Are you struggling with one of these common call center problems? Share with us how you tackled the issue and resolved it in the comment box down below!

Source: http://blog.playvox.com/four-common-call-center-problems-that-lower-quality-and-how-to-overcome-them

Publish Date: October 19, 2016 5:00 AM


2020 Buyers Guide Customer Relationship Management

 
1.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

2.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

3.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

4.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

5.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 



View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 14093 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =