Sometimes call centers have to call a “Code Blue!”
In the best of all possible worlds, a call center is a healthy hub of open communication, brimming with competent agents and dynamic managers who diagnose and fix client problems using the best tools available. Their victories are endless, and the loyalty of their clients is palpable. For many support teams, however, this ideal scenario remains unrealized: Poor infrastructure, employee malaise, and overall lack of vision each contribute to an insufferable call center team environment that sets everyone, and everything, up for failure.
But fear not: No support team is too far-gone; there is always room for improvement, and ways of curing the worst of ills. Keep the following broad strokes in mind if you’re aiming to breathe new life back into your call center. The secret to reviving it? Focus on the heart of the matter: People and platforms.
The relationship between contact centers and their customers can be a volatile one. Sometimes the experience is just not up to par, other times customers are ranting and raving about how happy they are. I’m sure your contact center can relate to both sides of the spectrum. Just keep in mind, there are always things you can do to increase the amount of positive outcomes you receive. Yesterday, Cupid drew his bow to embrace the love between contact centers and customers. After you put these strategies in place, be sure to review them again and again – consistency is the name of the game.
When you incorporate self-service options into your inbound call center, customers can utilize an automated menu or interactive voice response (IVR) system to find answers to their problems without needing to speak to a live agent.
