Call Center Obstacles & How to Resolve Them

Brandon Wells, Ytel |  

In the call center environment, there are so many moving parts. From agents and managing shifts to keeping customers happy, ensuring technology is constantly updated, and of course, building and maintaining a successful business... there’s a lot to balance. With so many pieces to keep intact all at once, obstacles present themselves frequently. We’re here to share some tips on how to overcome the everyday struggles of managing a busy call center while scaling your business, keeping your employees satisfied, and taking care of your customers.

In the call center environment, there are so many moving parts. From agents, customers, managing shifts, to ensuring technology is constantly updated, keeping your customers happy, and of course, building and maintaining a successful business. With so many puzzle pieces to keep intact all at once, obstacles can present themselves. We’re here to share some tips on how to overcome the everyday struggles of managing a busy call center, keeping your employees feeling satisfied, and your customers happy.

Obstacle 
Agent scheduling and turnover

Resolution 
Offer opening and closing shifts for agents, maintaining process and protocol with your management team and having a solid hiring process in place to avoid understaffing for more than a few days should you (heaven forbid!) lose any agents. 

Obstacle
Maintaining customer satisfaction

Resolution
Your agents should specialize in customer experience and satisfaction, particularly in maintaining relationships with those customers who have purchased the technology or platform you provide. Customer satisfaction is everything for businesses today, with instant complaining and bashing made possible by the internet, social media, and review sites.

Did you know? After a positive customer experience, 69% of Americans would recommend that company to others (source).

Prioritizing customer satisfaction is one of the smartest business moves you can make as a call center owner. From brand reputation to reducing customer churn, the better your customer satisfaction is, the better off you'll be! 

Obstacle
Technology cost and maintenance

Resolution 
Have a trusted technology adviser who can provide insight and advice on best practices in purchasing your technology, web-phones, headsets, etc; as well as a person who can keep you informed on where you should be going next. This will be one of the best investments you make as a business owner, because the technology you use and supply your agents with directly affects the success of your business.

Obstacle
Implementing and maintaining processes

Resolution
Every business and each department within a business need some sort of process to follow. Assigning one person or a team to build out these processes is the ideal way to implement and maintain these processes. Whether this is spearheaded by the leadership team, or department head, the more organized each team is with a proper process of doing things, the smoother things will go in stressful situations, and on a day to day basis.

A standard process is also helpful when bringing on new employees. If you already have these implemented, phasing in new hires can be a cakewalk.

Obstacle
Product and system knowledge

Resolution
Hold monthly trainings, whether they’re for your new hires and optional for all other employees to join, or mandatory for all team members. Trainings ensure your agents know what they’re selling or the services they’re providing, and they give you peace of mind that they’re prepared to handle the phones; from selling to handling customer service calls. 

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About The Author

Brandon Wells, Ytel

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Brandon is a member of Ytel's Product team and is instrumental in paving the way for our current and future product offering. Brandon started as a Technical Account Manager where he worked daily with our customers, and he is able to apply that experience and knowledge when building out product roadmaps and studying market trends.


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