Beware: Are You Making These Common Mistakes

In Your Call Center!

Introduction

•Initiating a contact center requires meticulous planning. Many of them are tempted to cut costs and as a result often tend to lower the standards of their business. •However, it is important to understand that such mistake can have a direct impact on the consumer service and the goodwill of the company. Therefore, decisions need to be taken wisely.

Common Mistakes in a Call-Center

Inadequate TrainingImproper MetricsRepeating the InformationTight SchedulingOverdependence on AutomationNot Hiring Qualified AgentsNot Sticking to the WordNot Having the Advanced Application Focusing on Single Channel InteractionLack of Career Development

Presentation Agenda:

Inadequate Training

•This is the most common mistake that the contact centers make.• It is important to understand that training is a regular and continuous process and will bear positive results only when conducted at regular intervals.•With the ever changing trends in the market, it is these sessions that can help your representatives to be on the top of their game.• It is only during this time that they will realize their mistakes and faults in the interactions. They can also clear all their doubts regarding the product.•This facilitates co-learning among the employees.•The modern methods of coaching are created keeping in mind the cost constraints of the business. Affordable online training tools, videos, and blogs have become an effective way to educate the executives.•Ignoring coaching for long can open the window for caller errors.

Improper Metrics

•Most of the companies do not inform the callers about the key performance indicators that they are targeting.• It is vital that you understand the needs of the business and then form the metric strategy accordingly.•Identify and define the right metrics whose calculation will be beneficial to the organization. •It is important that you select few important KPIs and not target all of them.•Keep an eye on the indicators that matter the most and continually review the end result.•Analytics play an important role in determining the success of the business.

Repeating the Information

•It is important that you keep the track of customer data. •Asking them to repeat everything again not only wastes the call time, but, also irks the buyers. •One solution to this problem is to invest in an updated and good quality telemarketing CRM software.•This is especially true when the consumer is being contacted the next time by some other caller.•This will also help the representatives to avoid mistakes, improve the efficiency and will make the interaction smoother.

Tight Scheduling

•The majority of the agents who work in a call-center have a very rigid schedule.•The packed schedule and back-to-back sessions without any adequate personal time can result in agent fatigue and this can negatively affect their performance sometimes leading to consumer dissatisfaction.•Leave him some personal time and also allow him to have adequate breaks so that he can re-energize himself. •Set realistic goals.•Have a flexible approach to the work and keep the rewards and incentives going.

Overdependence on Automation

•Today, there are IVR’s and automation techniques that allow you to complete your task a lot faster when compared to earlier times.•Auto-generated e-mails or a robotic voice manual will only irk them. •The technology is here to help the humans, not to remove them completely from the picture.•Encourage the employees to take a genuine interest in the buyers.•It is only through the good experience with the tele-callers that your company is going to enjoy consumer loyalty.

Not Hiring Qualified Agents•The callers are the face of the company. •Not having right people on the job can prove disastrous for the business.•Ensure that you have patient, considerate people on work. •They need to have strong communication skills and must have the tact of dealing with frustrated or angry customers.

Not Sticking to the Word•Neglecting the follow-ups is one of the most common mistakes that the call-centers make.•It is vital that you make the purchasers feel important and make them realize that they are more than just a financial transaction for you.•Often the callers get mixed up with different customers and, as a result, are not to true to their word causing consumer dissatisfaction.• Just ensure that your agents follow them.

Not Having the Advanced Application

•Many companies do not wish to invest in a technologically advanced CRM because of the financial constraints.•It allows you to have flexibility, giving you space to add more seats according to the requirements.•It is important that you choose the right vendor for the application.

Focusing on Single Channel Interaction

•It is important that you make your company available on all the leading platforms through which the consumers can connect with you.•Buy telemarketing software that integrates well with different mediums so that you can interact with the buyers in an efficient manner.•With the growth of social media, many purchasers tend to look up the organization and look at its reviews or post feedback about the company on these profiles.

Lack of Career Development

•Many people assume that there is no room for growth in the job of a tele-caller.•This is the primary reason why many contact centers are not able to get a skilled man on their side.•It is vital that you provide them with opportunities of growth. •Show them a long career path and how their productivity can lead them to promotions.•This will not only encourage them to perform better but also help in building their loyalty.

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