So you have some growth. You are doing well. Making good profit... And either your employees are taking a phone home to answer after hours, your taking it home, or some answering service is taking the calls but there is no wow factor and it still takes lots of effort to get the appointment booked. And that's if you got back before they found another company.
From now on we will take the call, book the call, and then schedule the call for you. All you really need to do is have a technician show up to the job site. Please talk to us today to find out how quickly we can get this set up for you, so you AND your employees can sleep easy again.
Having no solution to this problem is like waking up everyday with a toothache, but you are unable to get an appointment with the dentist throughout the night while it was hurting. We can immediately resolve this for you.
Common problems Call Centers faceHigh Attrition Rate: The call center industry suffers from a high attrition rate. Every time a trained agent leaves the shop there are few people at hand to ensure the smooth execution of work. This forces the company to hire more people to balance out the attrition, which results into excess cost of recruiting, hiring, training and developing new staff. Estimated cost of turnover is $20k - $30k, PLUS a 1% customer churn. (1% of all your customers will leave you because that particular employee is no longer at your company, and they liked them.) Changing Geo-political Scenario: Political situations in Europe and US can affect the call center industry drastically. Wars, bad economies, and citizen protests forcing the governments to pass bills preventing outsourcing can be major reasons for political unrest, and adversely affect the call center industry. Increasing Client Expectations: Satisfying irate customers has always been a difficult task, but the increasing customer expectations due to various social media channels and increased business competition has made the situation even worse. Flat Organizational Structure: The company structure at call centers is usually horizontal. The career prospects of the employees are usually limited and this results in the organization losing top talent. This flat work structure additionally demoralizes top performers from doing well, which hinders productivity and growth of the call center. Lower Employee Engagement: Call centers are not able to keep their employees excited and involved in their work. Due to the repetitive and stressful nature, call center jobs tend to become very monotonous and fail to keep the employees engaged. Tight Budgets: This has always been a major problem for the call center industry. Managing the entire process with limited amount of resources has been a big challenge. This is particularly relevant to the public sector call centers which depend on funds allocated by the government. Health Issues: Working in night shift leads to serious health problems such as insomnia, RLS, hypertension, and stress making the work timings debatable, which is one of the major reasons for attrition, as candidates don't want to work at graveyard shifts, which can take a toll on their health. After being in the call center industry for a considerable time, candidates find it difficult to venture outside the BPO sector, as changed biological rhythms makes it difficult for the candidates to accommodate to a different work environment and timings. Reduced FCR Rates: FCR or First Call Resolution rate is important to achieve customer satisfaction, and an extremely critical metric for call centers. With increasingly complex queries coming in, it is not always possible to provide an immediate solution. If the callers end up talking to multiple agents, the satisfaction level reduces drastically. Failure to Improve Beyond a Point: It's being too optimistic to expect the performance graph to be on an upswing infinitely. At some point, the statistics may plateau and the call center may fail to improve its performance level beyond a particular point. This phase may or may not be temporary. This leads to frustration of the managers and also the front line staff, as at the end of the day they need to meet their targets! Client Attrition: Customer attrition is a huge problem in the call center industry. At some point or another, a customer may decide to deliberately end a deal with the service provider or opt to avail the services of a competitor for different reasons. The cost of such losses can be humongous. Multitasking: Modern day call centers are equipped with latest software and tools to manage different tasks. With a variety of products and vendors, an agent may be working on more than 10 tools at any given time. With the process becoming complicated, agents may find it difficult to tackle different systems at once. Multi-channel Communication: The way people communicate has changed drastically over the past decade. Apart from call and mail, people have resorted to using social media to send the message across. This creates problems as it leaves call center agents puzzled which channel to focus on.