Setting up a call center is not easy, you must avoid the most common mistakes at all costs. Call centers are for handling customers’ issues and problems effectively and supporting the services and products of any business.
Nowadays, advanced technologies made it easy for call centers and according to a report, since 2015 customer services volume reduce by 17% and that made us believe that voice calls are going to be past forever. But this is not exactly true, even today, 74% of consumers call via telephone to get assistance or solution to their problems from customer service centers.
Let’s hop on to the mistakes that can damage the image of your brand.
1. Overpromising:
For every call center, clients are their backbone, without them they can’t generate revenue. To win a customer, the business development team often final the deal at a low cost because the client informed them that they don’t have the budget. Tight budget results in inferior-quality technology and less manpower. So the main focus shifts to handling the calls with less manpower which affects both the quality and quantity.
Moreover, you may disrupt customer satisfaction so never give a free hand to your sales team so they can do anything to get the client instead you should wait for the well-paying client. Getting a worthy client means you will efficiently do justice to them.
2. Lack of Training:
Many business owners also feel that as the demand is high, they don’t need in-depth training for their agents. But this is a huge mistake they are doing as it results in poor call quality, increased handling time, and so effective solution given to the customers.
For the success of call centers and brands, serious and up-to-date training should be provided to the agents. By getting special training they will work effectively and productively on the phone calls as well as in the call centers.
3. Poor Infrastructure:
Many call centers only focus on cutting costs and not providing enough services to their clients. This is one of the most common mistakes which every call center should avoid at once. Investing in the latest technologies is also the demand the call centers such as IVRs, CRM systems, smartphones, monitoring software, call recording software, IP-PBX system, and many more.
Some businesses outsource some vendors for technologies but this could be dangerous, what if the vendor is not using an updated version, or their system is stuck and you might miss some important calls because of it? You should only have outsourced the non-core activities and technologies.
4. No Clear Goals:
For the success of your call centers and businesses, you must have clear goals in mind. If the leader is planning and designing the goals and strategies, he must explain them to his subordinates. Time should be fixed to fulfill the goals and if there is no progress, the plan should be revised for better results.
Goals should be discussed by the team leader or floor manager with their agents and when everyone understands and work on the same page then there is no doubt the company will grow faster and achieve their goals.
5. Wrong Metrics:
Another mistake that many call centers are doing is focusing on the wrong and irrelevant matrices. Some call centers are focusing on the matrices like number of tickets, patterns, trends, speed of first response, etc. but the metrics that matter are the number of open tickets, number of customers getting first call resolution, etc. Call centers should focus on the metrics that help them in achieving their goals but not the ones that are easy to handle or manage.
Over To You
The secret of any organization is not magic but the employees work hard with the latest technologies and make an effort to achieve goals and get the desired outcomes. We hope you will never do any mistake which will eventually lead to the failure of your company. Emenac Call Center Services is a successful call center with the right and well-trained front-line agents on board. We focus on the long-term goals combined with the short-term goals to maximize the profits and sales of the brands. By using the right metrics, our team makes your business successful.
