Send comment and how to solve them (part 2) Feb 1, 2023 | Call centers | 0 Comments We continue talking about problems and challenges that a call center or the person who manages it can face. This type of business is very prone to crises and is subject to many external factors, so many problems may be unknown even to educated users. In a previous article, we told you about 4 of the most common problems that a call center faces . Today we focus on another 4 very important ones that must also be taken into account. 4 challenges facing a call center 1.- Substitution Capacity: in the times we live in, it is very common for agents and advisors to rotate between jobs and companies .
One or two casualties can mean a complete collapse of a small call center , so it is advisable to have a margin of USA Email List costs and the extra workload for other agents can be a major challenge. Keep in mind that some worker may fail for a long time or leave. 2.- Time management: are the advisors well trained to manage the time of the agents correctly? Poor time management can be a bottleneck in a matter of hours for any call center. It is important to know where to focus and prioritize certain agent jobs. It is highly recommended to use software-based tools that help to correctly manage and distribute tasks and working hours.
Lack of Skills: are you noticing a lack of technical performance in your call center ? It is something common in call centers that work with very new, complicated or constantly updated products. The client is able to perceive this lack of skills and affect his image of the company. Invest in attracting well-trained personnel or in internal training to update the knowledge of your agents. 4.- Lack of job growth: you must motivate the agents with a greater integration in the company. Call centers are very flat businesses in which promotion or having more value is difficult.