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6 Common Problems in a Call Center and how to solve them

Published on May 24, 2022
Last modified on February 1, 2023
6 Common Problems in a Call Center and how to solve them l NeoDove

In 2021, many customers reported about poor customer service. Hence, call centers and companies increased their personalization efforts by 73%.

Call centers can be tricky to manage and you may face many call center challenges. Nevertheless, to ensure that your agents are working efficiently, take the time to examine and evaluate the present situation. You must identify any problems that are hindering or may hinder your business’ progress.

In this article, we’ll examine the most common call center problems alongside call center solutions to successfully overcome them. But before we get to that, let’s understand why call centers are important.

The Importance of Call Centers

As a customer, have you been in contact with a contact or call center? Then, you probably understand the importance of getting your question answered without any hassle.

You probably also relate to the delight of learning about just the solution you were looking for.

The Importance of Call Centers l NeoDove

The importance of a call center varies, depending on the industry and the company. In most instances, a business with a call center will have a certain number of reasons for its existence. But, they all boil down to two main concepts: customer satisfaction and revenue generation. 

However, there are some common call center problems and solutions that can easily fix them.

Now, let’s look at 6 common call center challenges and discuss ways to overcome them.

Call centers can be tricky to manage. Nevertheless, to ensure that your agents are working efficiently, you must take the time to examine the current situation and identify any problems that are hindering or may hinder your business’ progress.

In this blog post, we discuss some of the most common call center problems and solutions to successfully overcome them. But before we get to that, let’s understand why call centers are important.

6 Call Center Problems and Solutions

Some call center problems are simple and easy to fix; others require considerable effort and time to resolve. Among the most common challenges are attracting and retaining talent, managing risk, and staying compliant with current requirements. 

6 Call Center Problems and Solutions l NeoDove

Other challenges pertain to budgeting for talent costs and adapting to changing business processes. Alongside this, training programs that keep employees up to date can also be quite challenging.

You of course want your telecalling department or your company to thrive. Thus, it is crucial that your team understands how to resolve any issues before they escalate out of control. 

What follows are some common call center problems and the call center solutions used to address them:

  • Underutilised technology

Today’s call centers are brimming with the latest technology. These include predictive dialers and CRM systems to sales management tools and IVR solutions. Utilizing the right tools efficiently is key to a thriving call center. 

But, the problem is that businesses often have trouble keeping up with the technologies available. Ultimately, they end up using such technology poorly or inefficiently. Their growth and profits suffer as a result.

How to fix this problem:

There is one great way to solve this problem. The key is to choose a call center solution that offers the features that your business requires. This solution must also be able to integrate with platforms or channels valuable to your business.

  • Multiple tools

The previous point stated that call centers end up struggling for growth by underutilizing the technology available to them. However, there are also many instances where the availability of multiple tools is what impedes growth.

Setting up multiple tools will leave your team juggling multiple tasks and that will eat up their valuable time. Now time is something no department can afford to lose.

How to fix this problem:

Implementing a single tool that enables a seamless transition from one application to another is what is needed. 

With the necessary integrations, your team will be more productive. Moreover, there will be a reduction in manual processes and your business can scale better.

  • Low customer satisfaction

Good customer service is a deceptively simple yet powerful thing. It can mean the difference between mediocre and outstanding in many instances. It can even set the bar  between an average and a fantastic business.

Unfortunately, low customer satisfaction is one of the gravest challenges in the call center industry. And despite being compensated for their bad experience, it takes seven positive experiences on average to offset one bad experience. 

How to fix this problem:

Root-cause analysis is a good way to fix this problem. This approach calls you to understand the reasons why customers contact you. Then, you use that information to fix the problems. 

Another approach would be to maintain a repository of common objections with appropriate responses. So no matter what type of call, your telecalling team has at least a basic structure of what to answer.

Another area to evaluate is your telecallers’ performance by using critical performance metrics. Plus, you need to obtain feedback from clients and prospects. 

  • Unclear expectations

In a call center, telecallers receive and make a wide variety of calls. These range from sales calls to service calls to feedback calls and more. Problems arise when the responsibilities of your telecalling team are not clearly defined and assigned.

How to fix this problem:

Assign roles depending on the strengths of your telecallers. Establish clear targets and priorities. When any changes occur, make sure that everyone is aware of them in advance.

  • Frequent absenteeism

Absenteeism is one of the biggest challenges in the call center industry. The absence of telecallers on a regular basis has negative effects on a business that greatly relies on them.

Additionally, high absenteeism frustrates customers as well. This is because they must as a result remain on hold for a longer period of time. As fewer agents are available, calls are abandoned more often, and the workload is heavier for everyone. 

How to fix this problem:

Companies must enforce a strong policy regarding absenteeism, as well as evaluate the reasons for the frequent absences. 

There are a variety of call center solutions that can be implemented based on the conditions. For example, say the absentee has ongoing health issues. Then, they could be offered a period of leave until they are fit to return to work.

  • Rising agent attrition

It is undeniably true that the work environment at a call center can be stressful. This is especially true with the absence of support from colleagues. Moreover, the various kinds of prospects and customers telecallers have to deal with every day can be challenging.

In such a case, their productivity will dramatically decrease and it will be increasingly difficult to retain them. So, it is very important that their mental wellbeing is taken into consideration. 

How to fix this problem:

It is crucial that businesses address the problems their telecalling teams face. Furthermore, they should proactively organize engaging activities to relax them. 

Small group sessions once a fortnight can help immensely. Also, one-on-one sessions with the supervisor are highly recommended.  

It is imperative for employers to understand that their telecallers need to feel valued. Otherwise, they would leave in no time since telecalling jobs are in high demand today. Also, their work should be simplified with the right solution that helps them focus on essentials.

Recommended: Sales Incentive Ideas

Why Handling Call Center Problems Should be a Top Priority

These days, businesses and consumers are connected like never before. The availability of data and transactions on a global scale has enabled customers to be more aware of their options. In today’s world, there is an environment of increased competition

If you don’t focus on building a strong and effective contact base, your chances of survival will only decrease. Therefore, it’s important to examine every problem at your contact center since they’re the frontline of your business.

The size of your call center or whether you’re running remote call centers or on-premise doesn’t matter. What matters is how good an experience you provide to your customers. Businesses are nothing without happy customers. Therefore, prioritizing solving problems is itself a priority.

Conclusion

In a call center, representatives are constantly in contact with customers, and with challenges, too. The challenges they face may seem normal at first glance. But if not handled well, they could have drastic consequences.

Whether it’s a technical issue or a customer service matter, these call center challenges should be fixed in a timely manner. 

Despite the insight into common call center problems and solutions, there may be other problems you may face. But whatever they are, methodical call center solutions can help solve them for sure!

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