Customer Service

Common call centre Problems and how to fix them

If you’ve ever called a call centre, you know how frustrating it can be. You’re stuck on hold for what feels like an eternity, and then when someone finally picks up, they don’t know anything about the product or service.…

If you’ve ever called a call centre, you know how frustrating it can be. You’re stuck on hold for what feels like an eternity, and then when someone finally picks up, they don’t know anything about the product or service.

The good news is there are some simple ways to fix these problems and make sure that the people who work at your call centre are happy and ready to help customers.

Long hold times

If you’re experiencing long hold times, the first step is to make sure that your call centre is staffed appropriately. If a caller has to wait on hold for several minutes, they’ll likely hang up and try again later. If this happens enough times, customers will take their business elsewhere or even stop calling altogether—and everyone knows that customer churn is bad for business!

To ensure that your customer service agents are always available when needed and are able to provide an excellent experience for all callers—even those who may not need anything urgent—monitor your performance regularly. You can do this by watching recorded calls or reviewing metrics such as lead-to-close ratios and average time per call. If there’s something wrong with how you’re doing things, fix it before it becomes a bigger problem down the road! And if there’s no obvious solution here (like more resources), then consider using technology tools like IVRs and chatbots instead of hiring more people at a minimum of £10.42 per hour answering phones all day long without doing much else except answering questions over again.

 

Unhappy customers

  • Customers are unhappy.
  • They’re waiting too long to speak with a representative.
  • They aren’t getting the answers they need quickly enough.
  • They’ve been put on hold or transferred to the wrong department before being able to reach their desired person at your company, causing them anxiety and frustration until they can speak with someone who can help them resolve their issue.

Lack of product knowledge

If employees don’t know the answer to a customer’s question, they should be able to get back to them quickly with the correct information. If you can’t answer their questions right away, try to point them in the direction of someone who can. This will save your customers time and frustration, and it’ll also make you look good!

If you’re running a call centre but don’t have enough staff members trained in product knowledge, this issue needs to be addressed ASAP. Not only will it lead to frustrated customers—and potentially lost business—but it might also cause internal issues among your team members who aren’t confident about their knowledge of your products or services.

High levels of staff turnover

High levels of staff turnover can be a big problem for any call centre, especially those running in-house operations. When new people come and go every few months, it’s not just a headache to find replacements – it’s also expensive. It costs time, effort and money to recruit and train new employees – not to mention that you miss out on all the experience they would have gained if they had stayed longer!

High staff turnover is also problematic because it means that your team could be going through a lot of changes all at once. If several employees are leaving at one time, this can mean more than just searching for replacements; it may mean having to change how things are done completely if key roles within your centre need replacing or adapting. This is why we recommend looking into outsourcing solutions when high levels of staff turnover occur – our experienced team will ensure that no matter what happens in terms of staffing changes (which are inevitable), things continue smoothly without compromising quality customer service or creating inconvenience for customers or colleagues alike.

Takeaway:

The takeaway is that there are many ways to keep your customer base happy and satisfied, but it’s important to understand what your customers want and how they like to interact with you. If you’re having trouble with any of the problems mentioned above, look at how other companies handle them—this can help you figure out your own solutions. And remember: if none of these work for you, don’t hesitate to ask the customer service experts at Numbergroup!