Just because other businesses are implementing some call center practices doesn’t mean that those same tactics will work out just the same for you. Businesses should know that there are common call center practices that can be detrimental to them once applied in their own organization. Open Access BPO lists down some of these measures that you should avoid at all costs.
In order to endure and even thrive for many years in the industry, call centers have to employ resource management and operational practices that can help them face the test of time and stay ahead of the competition. For your call center support services to truly help you become a winner in customer service, they need to be implemented in an effective and organized way by a highly competent management with both expert knowledge and experience.
Some call centers, however, have learned that some practices can be counter-productive. Many of these companies have unwittingly applied these practices into their operations, not knowing that they have managed to downgrade the quality of their outsourcing services. Here are some customary call center practices you should learn to let go in order to ensure effective customer service delivery.
1. Instant hiring
Call centers should invest in creating a stringent and systematic recruitment process that can screen candidates well.
Just because a person has enough experience in the call center industry doesn’t mean that he’s the best agent out there. There are other considerations, such as communication skills, work ethics, and loyalty to employer, that you should pay attention to. This can’t be done if you don’t allot enough time in conducting background research and talking with character references of your prospective agents.
2. Rushed training
The training period is a crucial time since it’s the time to prepare your agents for the tasks they will be handling once the campaign is launched. The training program must be strategically designed to make sure that all performance competencies are covered and discussed comprehensively. There must be enough time for practice calls and role playing activities where trainees can learn from realistic customer-agent interactions. Allowing agents to hit the phones even if they are not ready yet can highly impact the quality of customer experience they can give.
3. Poor evaluation
Gathering customer feedback through surveys can help you monitor the quality of your call center services. The worst thing you can do is let external parties talk about you and learn about your flaws from them. You must proactively ensure quality in your organization by taking the initiative of collecting evaluative information. Reacting to issues as they come can leave you unprepared for serious problems in the future. Live call monitoring is also another effective way to evaluate the quality of your customer support.
4. Lack of recovery plan
Despite your confidence with your resources and workforce, you must be completely prepared for unprecedented events and challenges. Data and property ownership, post-termination procedures, and other legal or financial matters should be agreed upon by both the client and the provider before entering into an outsourcing partnership even if it’s unlikely that problems will happen in the future. Optimism is good, but adopting a proactive behavior is a whole lot better.
Some practices can be very convenient for your call center. But this doesn’t mean that they can guarantee favorable results in the long run. When choosing which management strategies you will use in running your outsourcing company, make sure you do not commit the mistake of applying the ineffective practices above.
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