Common Contact Center Myths, Pt. II

Hanna Walther, Ytel |  

You may remember our contact center myths post back in August where we cleared up some confusion about the contact center industry, agents, working in the cloud, and much more. That post provided lots of general insight on the good, the bad, and the mythical in the world of contact centers. Since we exist in such a fast-paced industry, there are always new rumors to clear up, and we're here to keep debunking these myths! Contact Center Myths, Debunked

You may remember our contact center myths post back in August where we cleared up some confusion about the contact center industry, agents, working in the cloud, and much more. That post provided lots of general insight on the good, the bad, and the mythical in the world of contact centers. Since we exist in such a fast-paced industry, there are always new rumors to clear up, and we're here to keep debunking these myths!
 Contact Center Myths, Debunked

Myth #1: Agents don't care about customer service 


We often talk about customer service and experience and how it exists at the center of our business model, and is a top priority for our agents. It's easy to blame the agent if you have a poor experience on the phone; they're the one you're interacting with, and if they can't help you or provide the solution you're looking for, they must not care. Unfortunately, agents get a pretty bad rap in this department. All it takes is a shift in perspective to realize that they do care, they just don't necessarily have the power to solve all your problems immediately. Try being patient and respectful if you interact with an agent and feel frustrated. The experience could be much more positive. 


Myth #2: The environment is too stressful and unhealthy


Totally false! While working in a call center can be stressful and demanding, more companies are adopting a work-life balance strategy for their employees. They're encouraging team members to use their vacation time, offering work from home options, starting team building exercises, taking breaks throughout the day, and more. Just like any other job, it's about establishing balance and keeping work separate from personal affairs. 

Myth #3: Remote agents aren't as productive


Companies worldwide have reported that their agents who work from home are actually more productive, most likely because they understand what a great perk this can be and they don't want to lose it by slacking off on deliverables. If you can provide that type of motivation for your employees, why wouldn't you?

Myth #4: My business doesn't need to be active on social media 

In a perfect world, your customers would pick up the phone if they needed assistance or support with something gone awry. However, with social media at our fingertips, consumers are more likely to head to Facebook or Twitter to voice their frustration with your company. They may certainly call later on, but after they've tweeted you complaining and telling all their friends and family not to waste their money on your service. You can avoid all those headaches by being active on social media, every day. Monitoring the chatter and interacting with your customers is a great way to solve problems as they come, quickly and effectively. 

Are there any common contact center myths you'd like cleared up? Let us know! 

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About The Author

Hanna Walther, Ytel

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Hanna manages Ytel's Communications strategy and has worked in Marketing for five years. She has a Master's in Communications and is passionate about connecting customers and businesses by building authentic relationships online.


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