5 Reasons New Call/ Contact Centers Fail
By: Colin Taylor
There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes are surging and going unanswered?
By creating a Call or Contact Center and being able to direct and centrally manage all calls, emails, chats and other channels of communications organizations can realize both financial savings, but also improvements in service quality and customer satisfaction. Regardless the cause once an organization has determined it is time to create a call center the next steps can be both daunting and critical.
Common Issues/ Challenges
There are more than 800 discrete tasks associated with building a Call or Contact Center. Common Challenges include;
People are the largest cost in any call or contact center. People requirements include;
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In supporting our clients in the development and implementation of new Call Centers and Contact Centers we have seen a number of challenges and decisions that can adversely impact the development process. These challenges include;
Lack of a cohesive vision of the role of the center.
Is the center designed to be a profit center or a cost center? Is the purpose to deliver service that exceeds customer expectations or to be delivered a cost effectively as possible? Has the organization defined the desired customer experience (CX) when interacting with the center? Has the organization identified the reporting and metrics that will measure success and inform future business decisions? Without a clear vision, it is impossible to develop a center successfully. Fuzzy goals will produce fuzzy results.
The preceding is by no means an exhaustive list of challenges associated with creating a new Call Center or Contact Center, but the examples cited above are some of the most common failures, that can spell disaster for a new center initiative.
About Colin Taylor:
For the past 33 years Colin has worked in the call and contact center industry starting as a agent, Today he assists clients improve the operation effectiveness and customer satisfaction achieved by their centers. A frequent speaker and author more than 100 articles on call and contact center operations.
About The Taylor Reach Group:
The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, site selection, tools and assessments. All we do is customer experience and contact center consulting: strategic and tactical. Our contact center and customer experience consultants have helped management in hundreds of contact centers and organizations achieve – and exceed – their business goals.
Published: Wednesday, July 19, 2017
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