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 →
As the saying goes, “A problem shared is a problem halved.” Why then are many organizations automating their customer service functions – taking away the very human interaction that you expect, and need, when asking for assistance?
The answer, of course, lies in cutting costs. But are companies cutting off their nose to spite their face? In short, yes. Continue reading →
Buying products from Amazon and ease of returning – Wow.
Being put on hold for 15 minutes during a customer support call – Terrible.
The battery lasts for 3 hours compared to the promised 5 hours – Frustrating.
We all have experienced moments of delight and despair during our interactions with “brands”. The above examples are not of good/bad products, but of “experiences” that we have around products or services that we buy. Continue reading →
Call centers can get loud. To deal with the background noise, call center employees may opt for noise-cancelling headsets that help them hear and be heard.
What separates a busy call center from a regular office is the amount of calls people handle on a daily basis. It’s kind of in the name. Call center staff spend their days talking on the phone, surrounded by a lot of noise from their colleagues.
The job of a call center employee quite literally depends on being able to have clear, noise-free conversations with customers and clients. So it’s not too surprising that noise-cancelling headsets are some of the most sought-after tools for a call center. It’s as important to make sure the customer hears you clearly as it is to reduce the amount of noise around you.
That’s where dedicated noise-cancelling headsets for call centers come in. They help you solve two main call center concerns: “Will they hear me?” and “Will I hear them?”