Why call centers suck at providing great customer service
Coming from the customer service
industry and by squeezing my experience of over one and the half-decade I strongly
believe that the better you serve to your customer better your organization
will grow.
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Why call centers suck at providing great customer service |
Why call centers suck at providing great customer service
Call center that keeps a customer-centric approach leaves the mark
in the customer service industry and those who are doing so today are the flag
bearer of Call Center in the market.
Despite knowing this fact nowadays Call
Centers are least bother to focus on providing satisfactory customer service,
instead “the quality”, they are working on “quantity”, means closing complaints
of customers as much as they can to
complete the target and who cares
whether the customer was happy or not
So there are several factors Why call centers suck at providing great customer service
Let’s not beat around the bush and start the topic
High Queue Time to connect with associates: This could be due to insufficient staff a Call Center can
have as compared to their customer’s traffic and on top of that annoying music
in the IVR while the customer is in queue sucks. This is one of the reasons why
customers often avoid to connect with a call center for his complaint instead
feel comfortable to visit nearby offices.
Unskilled staff: Imagine that as the customer you have waited for more than
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Unskilled Staff |
Call
Center Associates are the one who represents, the company to the customer and
they are the face of a company but what if these associates are not skilled enough
to handle the query of the customer and taking more time than usual to solve
the query.
Putting the customer on hold again and again due to lack of product knowledge
which leads to customer frustration and annoyance and further results in the dissatisfaction of the customer.
It is foolish of every company to hire unskilled staff in hurry, on top of that, if the trainers and coaches are not competent enough to train the staff nothing can be worse than that.
It is foolish of every company to hire unskilled staff in hurry, on top of that, if the trainers and coaches are not competent enough to train the staff nothing can be worse than that.
Automated phone system( IVR): This technology, however, invented for the ease of
communication between the customers and the call center but some of the features of this
IVR technology like press the different button multiple times to get connected with the agent is very
annoying.
Because sometimes the customer wants to have a direct connection with
the call center representative to explain the issue, he does not want a bot at
that moment, but to reach to the representative he has to undergo this
automated phone system for too long in addition which
ultimately ended up in frustration
.
Transferring Call from here to there: One of the worst experiences with the Call Center is
transferring a call from one associate to other associates which takes a lot of
customer time.
Not being well versed with the product knowledge, the agent tries to get rid of the customer as soon as possible
, so he transfers the call to other associate and other agent does not specialize for the particular request, hence
transfer back to the same queue, such kind of bouncing game results in very
bad service experience for the customer
Less Salary package in Call Center: Most of the part Salary Scale of Call Center associate
is very less compared to the harassment they face like a bossy supervisor, irritated
and shouting customers and Skyhigh targets.
Coming from the industry I am
totally in agreement that companies should spend on their employees as well and
with customer satisfaction simultaneously they should also work on employee
satisfaction so that agent can enjoy the work instead of feeling it burden and
happily assist customers.
Hectic Schedule of Call Center associate: Working in 24* 7 environment and signing a clause associates
can be called in any of the shifts make the associates enraged and irritable in
nature, which can be observed when they are talking to customers which
sometimes results in an argument with the customer, loud voice and
irritability with the customers. This all gives the customer very awkward and
absurd experience which results in customer dissatisfaction.
Abusive behavior of Call Center Associate: While being in the Customer service industry, Soft Skills and
politeness there are 2 key factors while handling the customer, but few agents take it for granted and talk with the customers very rudely and in profane
language.
Few associates misbehave with the customers with no reason just
because they know that they are in the shed of call center and it is not so
easy to trace them and most of the customer
Customer, on the other hand, who is
already unhappy with your product services cannot expect such poor customer
service.
Call Centers need to understand that
“CUSTOMER IS KING” of industry and
we cannot grow by betraying or dissatisfying our king.
I will end this article by leaving you
with the quote by the legend which I admire most:
“Your
most unhappy customers are your greatest source of learning” –
Bill Gates (Founder, Microsoft)
You can read my previous blogs to know more about Call Center
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