The 3 Biggest Issues Facing Call Centers

The 3 Biggest Issues Facing Call Centers

Last Updated on October 5, 2020

What are the three biggest issues facing call centers these days?

Surprisingly, they’re not much different than they were ten years ago. They’re also curable by some of the simplest solutions. Let’s start with the most common…

1. First Call Resolution

Resolving a customer issue on the first call remains one of the hardest challenges facing call centers.

Imagine what would happen in YOUR call center if you had a higher success rate in first call resolution. You’d have lower call volume, lower customer churn and since your customers would be happier, your employees wouldn’t have to put up with as many stressful confrontations on the phone.

But that’s not all. Resolving a customer’s problem makes it MUCH easier to offer them additional products and services. It makes them 25% to 40% MORE likely to say yes to upsell offers.

How much money can you gain from increasing your first call resolution success rate? It’s hard to imagine if you’re not already measuring how many calls get resolved the first time around and how many turn into follow ups.

The solution? That’s not such an easy question to answer. Having a call archiving and recording solution helps. But you also need a training system in place for correcting the issues which are causing the multiple calls.

first-call-resolution-still-a-problem

2. Lack of Training Retention

Lack of follow through on training is a big hidden expense that’s very hard to measure. But if you spend money OR time training your call center reps and you’re not effectively tracking whether they’re following up on the training, you’re no doubt losing time and money.

A good solution for this is to create an objective for your training…a goal you want to achieve as a result of the training. This way, you have something to tell you whether the training is working. You can identify who makes improvements in these areas and who doesn’t.

You can create more customized training programs and/or combine your group training with one-on-one coaching. But if you’re not setting objectives AND measuring results, it’s impossible to find the holes in your training bucket.

 3. Lack of Integration

Getting all your technologies to play together nicely and making it easy for your reps to switch from one system or technology to another is a big, BIG challenge. Many times, it’s worth bringing in an IT consultant and making some changes in your technology.

Even if they cost time and money in the short term, if you can make things more cost effective and efficient in the long term, it will be worth it.

What other challenges are you facing in your call center or business? Leave a comment, we want to hear from you and find out what challenges you face and how you have tried to solve them.

Last Updated on October 5, 2020