Call centers can be tricky to manage. Nevertheless, to ensure that your agents are working efficiently, you must take the time to examine what the current situation is 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.

 

Importance of Call Centers

If you’ve ever had contact with a call center agent, you probably understand the importance of getting your question answered without jumping through hoops or the delight of learning about just the solution you were looking for.

Call Center Problems

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. 

 

Now let’s look at 6 of the challenges in the call center industry and discuss ways to overcome them.

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 for call centers are attracting and retaining talent, managing risk, and staying compliant with current requirements. 

Other challenges pertain to budgeting for talent costs and adapting to changing business processes, as well as training programs that keep employees up to date.

For your telecalling department or your company to thrive, it is crucial that your team understands how to resolve these issues before they escalate out of control. What follows are some common call center problems and how they might be addressed:

1. Underutilised technology

Today’s call centers are brimming with the latest technology, ranging from predictive diallers and CRM systems to sales management tools and IVR solutions. Utilising the right tools efficiently is key to a thriving call center. 

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

Call Center Problems

How to fix this problem:

The best way to solve this problem is to choose a call center solution that offers the features that your business requires and can integrate with platforms or channels valuable to your business.

2. Multiple tools

The previous point stated that call centers end up struggling for growth by underutilising the technology available to them, but 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 seamless transition from one application to another is what is required to address this problem. With necessary integrations, your team will be more productive, there will be a reduction in manual processes and your business can scale better.

3. 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 and even between an average and a fantastic business.

Unfortunately, low customer satisfaction is one of the gravest challenges in call center industry. And even if customers are 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 behind why customers contact you and then use that information to fix the problems. 

Another approach to solving this problem would be to maintain a repository of common objections with appropriate responses. So no matter what type of call, inbound or outbound, 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, as well as obtaining feedback from clients and prospects. 

Also Read: Top 9 Must Have Telecaller Skills In 2021

4. 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 and, when any changes occur, make sure that everyone is aware of them in advance.

5. Frequent absenteeism

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

Additionally, high absenteeism frustrates customers as well, since they must be 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 strategies that can be implemented based on the conditions, for example, if the absentee has ongoing health issues, they could be offered a period of leave until they are fit to return to work.

6. Rising agent attrition

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

In such a case, their productivity will dramatically decrease and it will be increasingly difficult to retain them if their mental wellbeing is not taken into consideration. 

How to fix this problem:

It is crucial that businesses address the problems their telecalling teams face and also organise engaging activities to relax them. Small group sessions once a fortnight can help immensely, and of course, 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 the essentials.

Recommended: Sales Incentive Ideas

Why Handling Call Center Problems Should be a Top Priority

Call Center Problems

These days, businesses and consumers are connected like never before. The instantaneous availability of data and transactions on a global scale has enabled customers to be more aware of the options available to them. 

In today’s environment of increased competition, if you refuse to focus on building a strong and effective contact base, your chances of survival will only decrease. Therefore, it is very important to examine every little problem that arises at your contact center as they are at the frontline of your business.

It doesn’t matter what size the call center or the calling team is or whether you’re running remote call centers or on-premise, 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 is a technical issue or a customer service matter, these issues should be fixed in a timely manner. Despite this article discussing six major issues, there may be others, but whatever they are, a methodical approach can help solve them.