Whatever industry you may be in, it’s important that your customer experience and communication services are always on point. That means offering a stellar call center—but even the best can run into issues.
Do you want to learn how to tackle common call center challenges? Read on! We’ve compiled a list of 10 of the most frequently seen call center problems and solutions for when they arise.
1. Dropped Calls (with No Callback)
Of all the many call center challenges that companies face, this is one of the easiest to solve! When a call gets dropped, this can cause massive issues for clients if they don’t receive a callback—especially if the issue has already been escalated.
Disconnected calls can’t always be avoided—but that doesn’t mean your clients need to suffer. With a trusty callback service, your agents will be able to get back in touch with customers if a call is disconnected. They’ll be able to pick up where they left off without wasting time or energy—on either end.
2. Long Waits
Long wait times are often associated with calling contact centers and hotlines. While waits can be inevitable, there are solutions to this challenge that make for a better customer experience.
By working with a business process outsourcing (BPO) call center that is well-staffed and offers callback services, your customers can have a better overall experience. Your callback service will contact customers when a solution or progress on their issue is available, so they don’t need to wait on hold. A well-staffed operation will also help with these call center problems, as your agents will have more availability to properly find solutions, escalate calls and access important information.
3. Robots Only
There are plenty of times when automated agents are a perfect call center solution—but that isn’t always the case. Far from it. While automated call center services are great for bookings, reminders and accessing straightforward information, sometimes more is necessary. For more complex issues and customer service requests, a knowledgeable live agent is necessary for reaching solutions faster. A great solution to this is outsourcing a call center service—their live agents will know everything about your brand, mission and business operation.
4. Missed Appointments
Missing an important appointment can be devastating—and it happens all the time! Missed appointments cause grief for both clients and businesses, but we have a simple solution.
Many call centers offer outbound booking reminder services as the appointment approaches. Not only will it help ensure that your customers remember their reservation, but it will also show them that you care.
5. Unresolved Issues
There is nothing more infuriating than wasting hours on the phone over an issue, only to find there is no solution or way to resolve it. Customers who go through this will be less likely to return, and might also tell their friends and leave bad online reviews about their experience.
The best way to deal with unresolved issues is to offer comprehensive customer service through well-trained agents who can escalate issues when necessary. While escalated cases might take longer to resolve, they ensure that the right departments and people are tackling each problem.
6. Clueless Agents
Your call center is an extension of your business. However, many customers call support lines only to find passionless agents who don’t know anything about the business they represent.
By working with an outsourced call center service like TeleDirect, you can avoid this issue. Instead, you can expect dedicated agents who know your brand back-to-front. You can even develop customized scripts for them to work with, so every word of each conversation reflects your business’ values and branding.
7. Restrictive Operating Hours
Life doesn’t stop after 5 p.m., so why do so many call centers? When your customers run into issues after typical business hours, they need support—especially if you’re in the healthcare, banking or emergency repair industries.
While you can’t expect your staff to work 24/7, there is still a solution to this issue. By outsourcing a 24/7 call center, you can ensure that there your customers always have a voice on the other end of the line.
8. Unable to Connect
When a customer spends time and energy attempting to reach a company and can’t, they’ll have a lasting bad taste in their mouth. It doesn’t matter how great your product is or how unique your services are: if your clients or leads can’t reach your team when they need to, they won’t return.
The best way to tackle these call center problems? Be sure that your call center is well-staffed and offers callback services. With call center businesses like TeleDirect, this is made easy: you can scale your contact center to match your size, especially as you grow.
9. Insecure Data
A data breach can completely ruin customers’ lives and the reputation of a company. It’s best to avoid this disaster entirely; the easiest way to do this is by letting a professional take the reins. A reputable contact center (like TeleDirect) only uses the most secure and modern software to store and access your client data, leading to an overall safer and more trustworthy service.
10. Poor Overall Customer Service
Rude or uncaring agents can leave an ugly mark on any customer’s experience. This can easily be avoided by choosing TeleDirect. With over 20 years experience in the industry, we know the best ways to communicate with clients, resolve issues fast and help your business shine its brightest. We work with all sorts of American industries!
Get in touch today by calling (800) 776-1081. We can chat about your contact center challenges, needs and goals, and can provide a free quote for our services. We look forward to learning more about your brand!
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.