Category: Contact Center

3 Common Contact Center Mistakes to Avoid

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.

  1. 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 In addition, consider upgrading your software if they’re outdated.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.

  1. 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 … Read More