Major Disasters that Inbound Call Center Agents Must Avert During Customer Engagement

Despite the best training that a call center can provide to its agents, on-job vigilance and learning from various kinds of complaints put forth by callers can actually make customer service call centers shine out and create the best brand image of the organization to its customers. A responsible agent should not only have the skills to listen carefully and pacify an irate customer, but also provide a good solution for the complaint so that the customer hangs up satisfied with the outcome the agent provides. The long calling queues can also be a let-down for customers who have escalated issues to be resolved. In such a case, offering call-back facility can avoid further discontentment that can build up if the caller is forced to wait in a queue.

Based on a LinkedIn question put forward to the general public pertaining to the grievances that they have against call center companies, here is a compilation of the responses:

Valuable Time Wasted on Unnecessary Questions and Call-waiting

Sophie Danby, global operations manager at Ovum, replies

“1) Automated systems (e.g choose 1 for Finance) which more often than not don’t give you the option you need…definitely the number 1 gripe for me.

2) Untrained staff who do nothing but read from a script

3) Being transferred from one person to the next, each time having to explain your entire issue again

4) Having to answer stupid security questions (my most recent = you recently visited subway and paid by debit card, how much was your bill?)

5) Being promised a call back and not receiving it.

6) Not being able to understand the person you’re talking to, e.g they talk too fast, they speak too technical

7) Being spoken to by somebody who quite obviously doesn’t care.”

On similar lines, Sylvia Webb, Data Standards Evangelists, writes “My frustrations are:

  1. Poor CRM system that forces me to repeat details that I’ve given at the time I called to have the call properly routed.
  2. Not being able to understand the rep because they have a thick foreign accent.
  3. Inability to have my call escalated to a senior support rep after telling the first level support rep everything I’ve done to solve my problem.
  4. Support reps that do not understand the product, service, or business processes associated with use of those products/services they’re supporting and can only read from scripts.

The points listed by them echo similar emotions from a number of other individuals who have responded to the same question.

Staff Preparedness with Diverse Scenarios not Evident

Jeffrey W. (Jeff) Jones, CPSM, MDiv, CPSD, CSSGB, answers “I actually don’t mind the reps asking me their scripted questions – it tells me they are following a checklist which is good. What I don’t like is that I have to repeat that information during the escalation call. I also found out in dealing with an insurance issue that there is so much fraud going on that reps are looking for verbal confirmation of some things they have been already asked. The issue for me is they should say that. The other element of dissatisfaction is that some companies don’t seem to have a good knowledge transfer system and some times I get what seems to be an original on the spot answer for issues that I know the company must have dealt with before. ”

Problem with Accent of Agents

Speaking strongly against offshore call centers, Dave Maskin, trade show booth traffic builder quips “The service center is in a different country. Many times, it’s very hard to understand the person on the other end. In some instances, the person on the other end doesn’t understand what I’m saying.”

Therefore, incidentally, it is obvious that the global accent that a professional call center demands should be perfected further.

Good Etiquette Advised for Callers that can Result in Quick and Amicable Resolutions

Countering the common complaints customers make and trying to provide solutions to those problems, Daniel Ibdal, Tech support agent at Sykes, has listed the following points for the callers to follow in order to ensure smooth resolution of queries and complaints:

  1. The universal, don´t argue with the people who handle your food, also applies to tech-support, introduce yourself, be calm and polite.
  2. When saying that you don´t want the boiler template with each call (have you tried turning it on and off again etc) you might want to remember that not every caller has the expertise level you do, so calmly make clear from the start that you know what you are doing.
  3. If possible avoid calling in the middle of the day, the lines will be longer.
  4. If you feel that the agent you reach does not have the needed expertise, no one will be offended if you ask for someone else.
  5. Know exactly what you want to achieve before calling a support, the agents will have specific things they HAVE to do. Do as instructed, the person on the other end of the line is trying to help, but will have a company-policy mind field to navigate.
  6. Asking the support to change something in the company (phone lines, web page layout, prices) is a complete waste of time, complaints to a support agent never changes anything.
  7. And last but not least, don´t blame the agent, they are the bottom of the hierarchy, the least important, least paid, most ignored part of the company.”

Hopefully, callers and agents at call centers would make note of the above tips and henceforth make the interaction better and more productive.

For more information on how Invensis Technologies will effectively manage your Inbound Customer Service Requirement through Call Center Outsourcing Services, please contact our team on US +1-302-261-9036; UK +44-203-411-0183; AUS +61-3-8820-5183; IND +91-80-4115-5233; or write to us at sales {at} invensis {dot} net

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