Contact center practices and software continue to become more and more customer-focused to meet ever-growing consumer expectations. Callers and recipients expect perfection from their services and are more than willing to do business with other organizations if they feel they aren’t getting it. For this reason, companies can ill-afford to make any errors or oversights that can potentially compromise the quality of the experience they deliver, especially those in the call center industry. Below, we’ll talk about some common mistakes you must avoid as a contact center.
- Tolerating long holding times
There’s nothing worse for consumers than the prospect of being placed on hold. After all, it’s generally an indicator that their calls are likely to take longer than they initially expected. Patience might be considered a virtue, but it’s one that customers should never be forced to experience by a contact center. And tolerating long holding times will not only jeopardize satisfaction levels. But it’ll also put business results at risk in the long run.
To avoid this, determine areas and opportunities for improvement, enhance training programs, and streamline existing processes to minimize inefficiencies. In addition, consider upgrading your software if they’re outdated. For example, a modern predictive dialer can help agents become more productive by operating at maximum performance and profitability. More connections and conversations are experienced with lower downtime.
- Taking call monitoring for granted
As its name suggests, call monitoring is the process of checking real-time or call recordings to evaluate customer service quality. It’s one of the most effective practices for ensuring that agents always remain compliant and deliver an excellent experience for consumers. Yet, despite its importance, many contact centers take call monitoring for granted, and the quality of their services drops as a result. Don’t make the same mistake, and ensure that you prioritize it.
By addressing your call monitoring needs, not only will you be able to improve agent performance and satisfaction, but it will also enhance quality standards and consistency of your customer experience.
- Not prioritizing security
Data breaches have become all too common in the digital world of today. With the considerable volumes of valuable information contact centers collect from consumers daily and the rise in omnichannel approaches, it’s not surprising that many are increasingly becoming at risk of fraudulent activities and cyberattacks. Those that fail to prioritize their securities will make themselves more susceptible to expensive legal actions and claims.
Thus, information security must always remain a priority for all contact centers. From using multiple protection layers, and strengthening Q&A protocols to enforcing robust password policies and investing in the right software, ensuring that your security measures are up to snuff will go a long way in helping you protect both company and customer data.
The success of a contact center isn’t only on what it does right but also on the mistakes it can avoid. By steering clear of the errors listed above, you’ll be able to make your operations run smoothly, leading to a successful business in turn.Image: https://pixabay.com/photos/technology-computer-male-business-3341877/