Outsourcing Call Centers is good but Choose a Well Reputed Call Center for Customer Support Services
A large number of call center jobs have been created in the past 20 years. Many small scale companies that couldn’t afford to purchase call center equipment and hire trained staff members started outsourcing their call center amenities with already established companies.
After outsourcing with other companies, the cost of call centers significantly dropped but many businesses failed to realize the hidden cost. Many business entrepreneurs may have saved a fortune on setting up a call center, but what cost them the most was the quality of customer interactions. They came across a large number of complaints regarding language, accent, sound quality and proper attention. This not only affected the customer retention ratio, but also limited the number of new potential clients.
During the peak days of the outsourcing trend, more than 30 percent of the call center jobs were offshore. In the past few years, that number has come down after many cases of customer backlash were reported. Since the past few years, A substantial amount of companies have started providing in-house customer support services rather than depending on the outsource system because no one likes to see frustrated customers.
Maintaining Company Image Is Essential
These days, no customer approaches you without doing proper research and if they find out something negative about you on the internet, there is a good chance they’ll shift to some other company (probably your competitor). There are a few areas that need to be improved in order to maintain a positive caller experience and generate positive results.
A few areas that require the most attention to successfully run a call center consist of call center procedures, telephone network and call operators.
In order to stay away from issues such as call drops, irritating on-hold music, system outages and confusing prompts, it is always better to purchase and check your equipment yourself. This will not only eliminate all sorts of communication gaps, but will also allow you to maintain a well-organized inbound and outbound telephone network.
As mentioned above in the cable company incident when the conversation went viral, the main reason for the escalating matter was the call center agent who didn’t respect the customer and couldn’t handle the call professionally. There are many reasons for such incidents to prevail. Some of the prominent ones are lack of training, education and product knowledge. Inexperienced call center operator can cause collateral damage to any well-established call center service provider.
There are instances when call center agents are either underpaid or poorly trained which leads to bad communication and unhappy customers. In order to avoid all such inconveniences, it is always good to hire educated agents who could be easily trained. Lastly, it is also very important to appreciate them and compensate them whenever required and the productivity will automatically begin to improve.
Call Center Procedures
Call center procedures may differ from each other in terms of policies or service quality. Multiple companies have their own set of rules and regulations and all telephone operators are required to abide by them. In some cases, the rules might be understandable, but in other cases, a certain amount of changes are required.
For example in some cases, customer representatives are required to keep customers on hold until they have resolved a certain issue with the managerial staff. In situations like these, customers usually get frustrated and hang up calls. Customers should be the first priority of any call center and the delay in procedures should be avoided as much as possible. It is important to build your brand and image and providing the best customer support service is the best way of doing that. Any company’s reputation is at stake the moment you pick up a call, so always make sure to keep customers your first priority.