For those who have worked in the contact center industry for any length of time, you undoubtedly know that there are some problems that are almost universal to all call centers. These problems are so common that they are often used as the basis of training for new contact center agents. Still, many of these issues continue to cause problems in centers around the world even in 2019.
What are the most common call center problems and how can they be addressed? At ChaseData, we believe the solution begins with understanding the issues faced by many of our clients. Read on to learn more about how we’re helping to put an end to many of today’s most common call center problems.
Identifying Call Center Problems
Before your contact center can begin addressing their issues, you’ll need to identify them. If you’re not sure where to start, it may help to know what issues commonly plague other facilities. Some of the most common call center problems include:
- Lack of first call resolution
- Lack of employee engagement
- High rates of employee turnover
- High absentee rates
- Scaling Issues
- Stagnation in performance
- Poor understanding of metrics and data
- Poor integration of technology
Let’s take a look at each of these in more detail to learn more about how to address each properly.
Lack of First Call Resolution
How quickly are customer concerns handled when consumers call your contact center? Are issues addressed on the first call? Do concerns have to be passed off from one agent to another on a regular basis in order to be addressed adequately?
These are all factors that affect caller satisfaction with your contact center. The sooner your agents can address consumer concerns - and with fewer hand-offs - the better. Be sure to train your employees and tailor your system to handle calls w2ith as few transfers as possible.
Lack of Employee Engagement
Keeping employees focused on their job can be difficult, especially when they’re working in front of a screen or with lots of data all day. Contact center screens are notorious places for employee minds and eyes to wander from. This wandering can give rise to a lack of employee engagement which leads to a plummeting level of productivity in your call center.
To keep employees engaged, consider integrating more between-call training or engagement sessions, use automated dialers to keep things moving, or give your employees something to do on what would otherwise be “down time”. The more engaged your staff is, the more productive they are likely to be!
High Rates of Employee Turnover
It’s not a secret that one of the biggest call center problems is employee turnover. With such a high workload and sometimes very tedious work, it’s not the kind of job that every person can handle. Even with modern automation to help lighten the load, burnout is common and turnover can happen to the best of facilities.
To reduce turnover in your facility, use bonuses and incentives to keep your employees where they are. Offering more reasons for your staff to stay on will make them more satisfied with their job - and help your company hang onto more experienced, more profitable employees. That’s a win-win situation!
High Absentee Rates
When your employees are absent, it costs you money. Be sure to reward attendance with bonuses and other incentives. The more your employees want to come to work, the more likely they are to show up!
Call centers can grow and change in their needs and their approach to serving consumers as quickly as overnight in the modern day. With companies trying to keep up with trends that can change as rapidly as market trends, it’s important for your call center to avoid scaling issues - a problem that is all too common in many call centers.
Employing remote call center agents and using technology that allows for rapid expansion or scaling down is the best way to handle today’s fast-paced market changes.
Stagnation in Performance
Most professionals are always striving for improvement when it comes to their performance. However, it can be easy to lose sight of that drive to improve - especially when it comes to working in the contact center industry. With such repetitive work, striving to improve technique and practice becomes difficult, leaving employees stagnating in their current approach after a while.
Tracking growth and improvement can help to prevent this. If you find that your staff is not on a continual path of improvement, it may be time to intervene with growth and development exercises or training.
Poor Understanding of Metrics and Data
Are you using the right kind of data to track your company’s success and shortcomings? Oftentimes, employees and management are focusing on the wrong types of information. This makes it difficult or even impossible to implement a meaningful solution to a problem since it’s hard to even identify the problem in these scenarios.
If you find yourself and your company in this situation, take a step back from the metrics you’re tracking and reexamine whether they are truly serving you.
Poor Integration of Technology
Call centers - regardless of size - rely heavily on technology to function. When you introduce this technology, it’s important to integrate it properly. If your current and new technology don’t work well together - or if your staff can’t work with that technology effectively - it’s not worth much to you. Always be sure that any software or hardware that you invest in works with what you already have - and for the purposes you need.
For more information about addressing common call center problems and achieving success, contact the experts at ChaseData. We have the tools and technology to put you ahead of the competition and give your facility the advantage you need to provide excellent experiences for your consumers every day.