Good call
centers have the potential to take your business to the next level. Likewise, a
badly run call center can take your business to an early grave. But due to the
many dynamics of modern-day businesses, it has been seen that companies are
left with no time to focus on their call center work. This is an alarming sign
and does not augur well for such enterprises.
Mismanaged
call centers can be a major pain point for business owners and hence, there is
a need to check on their operations timely. One lesser known fact about call
center operations is the leeway taken by agents, which generally goes unnoticed
and can be really harmful. In their effort to pacify the customers, agents
sometimes make promises, which on the surface do not look like a big deal. However,
when left unfulfilled these promises can be fateful and may become the cause of
your customers leaving you in a hurry.
Promises: Why They Are Bad for Business?
Unlike the
promises made by a brand about its product quality or delivery time, all other
promises are nothing more than a liability. Especially in this day and age,
where customers are smarter than ever before and have access to social media
for venting out their anger, unwarranted assurances by agents can be
highlighted in the worst way imaginable. The example below will make it clear
for you:
Let’s say an
agent is unable to complete the call within a stipulated time limit and assures
a callback to the customer by a supervisor at a specific time. But he does not
check the availability of the supervisor at that particular time and the callback
promised never materializes. In this case, the customer will feel aggrieved and
hard done. Firstly, because the product-related brand promise was never fulfilled;
and secondly because your agent also gave a false assurance. It is likely that
he will highlight this issue on a social media platform and your whole business
will be affected.
Such
incidents happen because an in-house call center often has inexperienced agents
and managers that are too preoccupied in meeting SLA-related stats. They are
never able to see the true picture of the whole business operation and make
critical mistakes. Hence, it is a lot better to find competent call center outsourcing services that deal
with complex cases on a regular basis and know the importance of promises.
Which Call Center Outsourcing Solutions Should I Choose?
The widespread growth of
call centers across the globe has made the task of finding good call centers
difficult. But this task can be made simple by understanding what is required
by your business as far as call centeroutsourcing solutions are
concerned. The first and the most basic thing you should look for is good
managers. Most reputed call centers have the necessary infrastructure, CRM,
phones, agents etc., but not all have good managers that can identify what is
wrong and what is right for your business.
To ensure that you make the right decision as far as call center
outsourcing is concerned; it won’t be a bad idea to check profiles of managers
working in the company that you will be outsourcing your work to. Platforms
like LinkedIn can give you a good idea about the experience, strengths and
weakness of your outsourced managers. Also, if you are able to find a
cost-efficient call center vendor, you can use the saved money in hiring a
liaison manager that will serve as your eyes and ears in the outsourced call
center. He will ensure that promises are never made at a personal level by the
agents, and if they are (somehow) made then they are always fulfilled.
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