Contact centres are at the forefront of customer care, this makes it essential to make sure that this part of your business is always performing at its best. However there are a lot of obstacles that can stand in the way of excellent contact centre service provision. We explore the top 3 problems that every call centre faces at one point or another in their existence.
Having a tight operational budget is part and parcel of the call centre industry because of the cost associated with finding staff to run them. This has been magnified over the past few years because of the challenging global economic climate. As a result, saving money is no longer a “nice to have”, it is now a standard procedure.
#2 The rise of communication technology
The way we communicate and the technology we use has changed vastly over the years. Customers no longer depend on telephone calls only to contact businesses. They get their message across using social media platforms like Facebook and Twitter, online customer forums, email and even text messages. Because of the nature of these channels being instant, customers expect instant responses too. The challenge that comes with this is that not all call centres have the capacity to keep up on all these channels.
Working in the call centre industry can be challenging, and the challenge is two-fold. At one end the job can be dull and tedious because of its repetitive nature. At the other end it can be extremely stressful as agents have to meet often unrealistically high targets. This can results in agents losing enthusiasm and thus staying away from work more often.
Taking care of the wellness of customer care agents is essential because when they are not happy the quality of the work they produce becomes poor, thus affecting the company’s image.