The bad news. There are five issues common to Call Centers that can cause you to lose 9 out of 10 customers.
The good news. Once addressed, you can make your top call agents almost twice as productive as their least industrious counterparts – boosting customer satisfaction and upping retention rates.
When someone rings in to a call center looking to resolve a problem, they’re going to be pretty selfish. They might even be angry. They’ll probably be impatient, too. And so they should be. They purchased a product or a service and, for whatever reason, something has gone wrong. They don’t care about your problems as a service provider – they simply care about their problems going away. And if you can’t help, they’ll be the ones going… directly to your competition. Continue reading