5 Major Myths of Contact Center Services That One Needs to Ignore and Avoid
Myths and misconceptions on contact centre services is something that could get in the way of customers experience. And in order to deliver the best thing as much as possible the management has to be clear enough about the benefits a call centre could give their business while dispelling the following myths.
Not bothered about their clients and customers: For many of the customers today is a major misconception that they have towards the call centre employees. Since the call centre agents are the ones whom the customers actually talk to when they have a problem, it is understandable that they are also the ones who are too be blamed. Organizations who give customers service as their first priority would hire, train and empower agents who are a reflection of commitment made towards their customers.
Call centres are costly for businesses: Call centres organizations are something that are viewed within the enterprise as they are capable enough of improving the bottom line of trimming costs. Research studies have shown that the call centre employees do perform better when compared to others within the business customer’s retention. It’s just the call centre employees who could turn the frustrated employees into the happy customers.
They do not mind when kept on hold: Though this is true that customer’s calls are kept on hold when they contact the contact centres, it is still ranked as one of the top complaints when the customers call up the contact centres. Research studies have shown that this has had a great impact on the kind of poor experience on the buying habits of the consumers. What’s clear is that when the customers are given an opportunity customers would choose organizations that would provide phone based customer service.
Language barrier is a problem: Most of the individuals do have a story of sometime to what they call it as a tech support, and the person who answered the call was hard to understand. Though this is something that seems to be irritating but at times you do come across an answering service that is generally located in USA, with employees who speak perfect and with clear communication. With international services being available and as a best option available for many businesses, if this is something that does not suit with your business needs and requirements you could then use local business organization who does not have any sort of these issues.
Already have an answering machine and its really working fine: When you place yourself in the place of all your clients and customers, do you really think that the contact centres gives justice to you and your business. People who call up your business organization are the pre – qualified leads and the hot targets that should be getting your gold star attention. Now imagine yourself in the place of these leads if you pick up a call and the company you are planning to do your business with gives a reply through the answer machine. So what would you do? Would you hang up the call and call for the competition where you actually get a person to answer the calls.
All call centres organizations do have the services that you could use. So have any of the above mentioned debunked myths changed your mind when it comes to contact centre organizations. And what have they done for you.
Author Bio:
Abhishek Jain has over 10 years of experience within the BPO Industry and Contact Centre Analytics. He works as a Senior Specialist for Business Development in a BPO Company based in India.