Your call center doesn’t have to struggle. Here’s how to fix the common issues.
Call center work isn’t easy. Few people contact a business just to give a compliment; customers usually have a concern or complaint that they need addressed as quickly as possible. In such a fast-paced, high-intensity occupation, it can be difficult to identify the exact problem slowing everything down. Many centers actually share the same set of issues, and can benefit from the same simple solutions.
There Aren’t Enough Agents During Peak Times
Long wait times don’t just make customers upset; they can also result in irritated agents. Unfortunately, your budget might not have room for extra staff just because you need them on busy weekends.
Instead, try a Contact Center as a Service solution. CCaaS systems host your call center online, allowing you to be flexible about where and when you schedule your agents. When staff can work from home or from another branch location, you have many more options to fill those high-demand time slots.
Customers Can’t Get in Touch
In the modern day, accepting only inbound calls isn’t enough to keep your call center afloat. Open your business up to accepting customer contact from other channels, including email, online chat, and even social media. Your employees should also have multiple ways to reach a customer with the resolution to their problems, whether by return call or by email. Cross-train staff to operate on multiple platforms, and remember that anything written down can impact your brand – so only put your best agents on social media or chat.
The Tech Isn’t Modern Enough
Another modern problem is the extreme speed at which technology updates. Gone are the days when you could run the same software for years on end; if you fail to install the latest version, you might be seriously missing out on integrated features.
Business cloud solutions are a great way to tackle this problem. If your contact center program is hosted online, you don’t need to pay IT to update every single computer in your building. Many cloud services even offer their own IT support as part of the package. If you use one of these services, there’s a very good chance you’ll never have to think about software updates again.
The Data Is Outdated
Contact centers don’t just exist to resolve customer complaints; they also provide unique and detailed information about your customer base. But if that data isn’t consolidated and accessible, you can’t use it to make decisions for your business.
Once again, a cloud-based solution is a simple answer to this problem. All customer inquiries, solutions, and numbers are stored in a single location that can be accessed from anywhere. Some business cloud solutions may even automatically consolidate metrics into a single, easy-to-read report. This allows you to review the most relevant data and make decisions that actually match your customers’ needs.
Your agents work hard to resolve customer inquiries and complaints. When you invest in the right call center solution, you make their work that much more effective. If your center’s flow is bogged down by old tech, a cloud-based solution may be just the thing to boost your business’s overall success.
If you are struggling with any of these issues, it may be time for you to give us a call, send us an email, or browse our website – especially the testimonial page to see what some of our clients are saying about us. We are here to help you succeed, and to make sure you invest your time on what is really important. Contact nQuery today.