4 Most Familiar Call Center Problems You Must Avoid

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Familiar Call Center Problems
Familiar Call Center Problems

We all know what it’s like to call customer service, and how it feels to be a consumer when such problems arise. However, it’s important to avoid these problems so that your business doesn’t suffer.

When businesses do not provide the customer with an expert right away, they may abandon the brand. As per research, 73% of customers will ghost a brand if it fails to meet their expectations. . This is because customers want the best experience possible, and they know that they can seek a similar or even better experience elsewhere.

It may appear unfair to expect your staff to meet outrageous requests of customers at times, but you must remember how vital your client is to your organization. Although you may like to draw a line for your customers too. Customer service can not only become an advantage but a differentiator too. So, let’s dive a little deeper into understanding the most familiar call center problems you must avoid to keep your customers satisfied.

1. Language barrier

One of the most common problems that customer service representatives face is the language barrier. Often, agents cannot clarify what the customer on the other side of the line is saying, or they misinterpret what was stated due to different accents or dialects.

    • Implementing skill-based mapping is one of the most appropriate strategies to deal with this. By ensuring that the appropriate customer service agent is addressing the concerns of customers, half the battle is won. In fact, when agents are assigned the right tasks as per their merit, it may boost their motivation level and lead to higher efficiency.
    • AI can help with this problem by translating conversations in real-time. It can detect which language people are speaking and offer translations in real-time. This way, customers don’t have to worry about their native languages and also agents can use their skill sets more efficiently without having to learn many languages.
    • Another vital solution is the multilingual interactive voice response (IVR) system. The IVR system is programmed to filter out the customers based on their queries and streamline the customer issues. Moreover, multilingual IVRs can be customized in various languages and offer instructions on the next steps.

2. Lack of knowledge

Unfortunately, some customers and agents fail to understand the product for any purchase. As a result, there are angry agents, disappointed clients, and many untapped potentials.

The lack of knowledge in the call center is a considerable risk for most businesses, and it affects service and leads to frustration and poor customer experience. Three things will help with this:

    • Training and education: Train managers and supervisors in the latest techniques, train agents on all aspects of customer service, provide regular feedback, give the agents input from customers.
    • Improve the system: Improve the workstations, so there is less frustration when operators have to input data or go back-and-forth between screens on a call.
    • Check attrition: When a new team member joins, the training cycle starts all over again. It’s better to reward and boost the existing agents on their performance, which will help them stay motivated and measure upto the expectations.

Both employees and customers will be more satisfied with the call center’s service quality through these two ways.

3. Being stuck on hold during the conversation

Who enjoys being put on hold in the middle of a conversation? No one does, and this is one of the most aggravating call center issues to avoid. A report shows that 34% of people who face rejection on a call never call back; therefore, it is highly likely that the rejection rate, and its offshoot caller wait time, is connected to customer desertion.

Anything you can do to improve your customer experience is to reduce the waiting time for calls to the help desk, or here are some ways you can solve this issue.

    • A chatbot in the call center would help customers with simple queries in an automated way, so they do not have to go through long wait times or encounter busy signals when trying to contact the company.
    • A multi-level IVR is a perfect solution for a call center. This call center software helps the agent to narrow down the issue by going through a series of possible resolutions rather than scratching their head and blindly guessing. The agents can quickly locate the problem and use their skills to solve it instead of getting stuck with one problem for hours.
    • Automatic call distribution allows you to evaluate individual team members better and provides more accurate data on their performance. Furthermore, ACD reduces the number of missed calls and improves customer experience.

4. Requiring repeated information

This must-have happened to everyone: you call an agent and answer all of the questions asked by an AI bot, and then the same questions are asked again when your call is connected to the agent. This can be a lot of work for the customers. Your system should be constructed to address this issue so that everyone who answers the phone has the necessary customer information to proceed to the next step.

    • If you have a VoIP-based phone system, you can streamline the communication processes and standard procedures for dealing with customer complaints. You can check call records and view all customer conversations effectively.
    • Call recording assists in reviewing and understanding the matters belatedly. It can also be used for the training and performance appraisal of employees. Real-time analytics is the best way of analyzing data, increasing the efficiency of the call center, managing customer experience, and increasing customer satisfaction levels.
    • ​​Reports are great for analyzing data that comes in through calls and other forms of communication. A good call center will have well-developed reports that will tell them about the success rate of their calls, the wait time for each call, the time taken for each call, and the time taken for each call to close.

Final Thoughts

These are not the only four issues call centers to face, there could be many more. But these are the primary reasons why customer relationships go sour. Call centers can avoid common customer service mistakes by analyzing their root causes. If a call center understands these issues, it can serve customers better.

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