04 Feb 4 Common Call Centre Mistakes To Avoid
Call centres are indeed an advantage to businesses. If used properly, they are capable of providing immense glory and success to the company. However, this would only happen if these institutions are optimally utilized. There are a lot of mistakes that might happen if due care isn’t taken and these mistakes won’t take up a lot of time to transform into blunders. Every facet of business has its own red area and outsourced call centres are no different. There are a lot of things which are critical to the success of call centres and then there are completely no-no situations which should be avoided at all costs.
Below there are mentioned a few of such mistakes, the avoidance of which will help business raise up to the heights of success.
Information Redundancy: If you happen to scrutinize a normal daily call, wherein a customer is trying to contact again, you will be able to witness that the executive asks the same set of questions yet again. It isn’t a fault on the executive’s part as till the time he/she doesn’t have the necessary details, it would be impossible to serve. But just try to empathize with the customer once. Firstly, the customer is already disappointed as he/she wasn’t able to get a first call resolution. In addition to that the executive is asking the details which the customer has already provided multiple number of times before. Imagine the kind of frustration which the customer would be facing. It’s completely ridicule to assume that by doing so, a company would be able to gain customer satisfaction and build long-term relations with them. A possible solution to this is having a telephony system which is able to track the data and the call. By doing so, even if a customer tries to contact again, the information would get flashed on the system, and by this the executive would refrain himself/herself from asking the same questions again.
Never-ending Transfer and Holding of Calls: Another major blunder committed by outsourced call centres is that they put the customer on hold quite frequently. Nothing makes customers feel more undervalued than being puton hold. It is a sheer waste of time and customers just hate it. Worse than this? Put a customer on hold for a long stretch and then transfer the call to another executive and make them go through the same pain again. If at all you have to route or queue your calls, try providing your customers with adequate, well suited waiting announcements. These announcements may include suggestions and other information which the customer might be looking forward to.
Poor Delivery:The worst way to start the conversation is by bombarding the customer with all the information, all at once. There are specific times and places to acknowledge the brand, and the opening of a conversation with a hyper customerisn’t one of them. It is extremely essential to greet your customer but greeting them the right way is even more crucial. A good substitute to this introduction is providing the basic information at the time when the customer’s call is on hold and is getting transferred to the executive. However expert outsourced call centres are taking due corrective measures to curb this and provide as much of a pleasing conversational experience as they possibly could.
Winning Over the Hang-ups: Because of the over complex menus and ever irritating call holds, customers get fed up and hang up the call. Just imagine all of the business which could be reaped out from all of these customers who get irritated and eventually hang up. If these customers are managed in a more efficient manner by simplifying systems and resolving their queries, customers will be able to successfully complete their transactions which is a win-win situation.
There are various mistakes which can impact the efficiency of outsourced call centres.It is of paramount importance to understand these mistakes and work at the core of it in order to completely eliminate them. In addition to that, once these issues are duly worked upon, it will empower an organisation to correct these and thereby serve its customers better. By being more cautious and taking preventive measures, these problems can be eradicated completely. Such mistakes can cost business a lot both in monetary and non-monetary terms and therefore they should be entirely avoided at all costs.