In your call center organization, hiring call center agents can sometimes be unavoidable. This is especially true when your business is expanding or when the attrition rate is considerably high.
Having new agents is a tricky situation as they require resources — such as time in training, money, and manpower — for their skills to develop.
Additionally, more often than not, they are also likely to commit mistakes while on the job, some of which can be costly.
Here are the most common customer service mistakes new call center agents make.
Fresh from training, they may be given a call flow with sample questions and statements to say to the customer.
While a call flow, prepared scripts, and pre-formed questions can aid them in providing customer service, your new call center agents might sound scripted and would lack spontaneity in the process which could be upsetting to the callers.
Another thing that a new call center agent struggle with is to sound confident.
Lack of confidence is something that is expected of people who are new to their role. However, it would be detrimental to the quality of your customer service.
For one thing, your callers would not want to speak to someone who is not an expert or who is not sure about your company’s processes, products, and services.
Your newly hired agents are likely to be overwhelmed with tasks, tools, and standard operating procedures they need to follow.
In the process, they may end up paying half a mind to their callers and might fail to listen attentively, a situation that could lead to less-than-ideal customer service experience.
Also, your new call center agents are likely to miss important details about their job.
These details could be a simple process, a series of steps, or an instruction coming from your caller.
While committing some misses here and there is understandable as they are still figuring out how to be more efficient in their job, it can come at the expense of customer service.
The ability to empathize is the hallmark of an excellent call center agent.
Your new employees, however, may still have an undeveloped capability to empathize due to lack of experience in a customer service job or that they are yet to gain mastery of multi-tasking.
Lastly, they may still be not used to dealing with the emotional toll brought about by aggravated customers.
Hence, they could not help themselves from taking things personally instead of understanding customer’s concern. They might be caught up in their emotions and worse, lose their focus on the job.
Hiring new call center agents can be costly regarding the quality of customer service your company is delivering.
By being aware of the mistakes they commonly commit on their first few weeks on the job, you can do something about improving the support that they get to make the ride less bumpy.
After all, once they reach the top of the learning curve, they can become successful and excellent brand representative.
Publish Date: December 11, 2017 5:00 AM
Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.
Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:
- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios
Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
|Why Customer Retention is Still The Most Important Metric in Customer Service||April 23, 2018 5:00 AM|
|4 Benefits of Using Live Chat in Customer Support||April 16, 2018 5:00 AM|
|How Cloud-Based Call Center Solutions Guarantee Uninterrupted After-Hours Support||April 10, 2018 5:00 AM|
|Why Voice Support Is Still Important in Customer Service||April 3, 2018 5:00 AM|
|5 Ways to Maintain the Quality of your Customer Service||March 13, 2018 5:00 AM|
|4 Ways to Turning Your Contact Center into an Omnichannel Powerhouse||March 8, 2018 5:00 AM|
|Top 5 Reasons Why Call Center Agents Quit||March 5, 2018 5:00 AM|
|4 Techniques in Building a Customer-centric Culture in the Contact Center||March 1, 2018 5:00 AM|
|4 Customer Service Statistics That Deserve Consideration When Running a Call Center||February 14, 2018 5:00 AM|
|4 Ways Call-Backs Improve the Customer Experience||February 5, 2018 5:00 AM|