10 Common Call Center Problems & How to Solve Them

from Longley times to untrained staff
and technological issues unaddressed
call center problems lead to frustrate
customers lost business and damaged
reputation
effectively identifying the problem and
developing prompt resolutions means
improved call center agent performance
higher customer satisfaction levels and
significant cost savings
in this video we'll explore some of the
most common call center problems their
respective causes and actionable
solutions to ensure a superior customer
experience
let's get right to it
first problem High employee turnover
rates call centers have a high average
annual agent turnover rate meaning Egypt
attrition is easily one of the biggest
call center problems
this leads to significant financial
costs of recruiting the hiring process
onboarding and training all while losing
potential sales and experiencing reduced
productivity from vacant positions
other agents are then required to pick
up the slack until a replacement agent
is found leading to overburdened
frustrated employees low customer
satisfaction rates and poor customer
service quality so the cycle repeats the
solution is to increase Employee
Engagement and recognition to solve this
problem of high employee turnover rate
and call centers it is important to
build a positive work environment and
engaging work culture this means
providing competitive wages and benefits
remote work options and flexible
scheduling to increase agent retention
rates and receive stronger job
applicants during the employee
recruitment process problem number two
high rate of employee absenteeism
employee absenteeism where agents simply
fail to show up for shifts or suddenly
call out with no plan for coverage is a
struggle for many call center managers
is particularly prevalent in contact
centers where agents are often required
to work long and or irregular hours this
results in longer customer hold times
overwhelming call cues and callbacks low
quality customer service and support and
decrease productivity
the solution to this one is automated
scheduling tools ccas platforms and
workforce management tools offer AI
powered forecasting strategies with
algorithms to accurately predict
upcoming call volumes Peak call times
and sessions and the required number of
Agents these platforms also provide an
automatically Implement suggested agent
schedules and includes schedule
adherence monitoring so managers can
address absentee issues problem number
three low first call resolution rates
first call resolution or first Contact
resolution or fcr is an essential metric
for call centers that measures the
percentage of customer inquiries result
during the initial contact
low fcr rates lead to increased call
volume longer wait times and reduced
customer satisfaction the solution to
this one is in conversation agent
support and optimized call routing to
solve the problem of low fcr rates
agents need to have in-conversation
access to essential customer information
like interaction history CRM data and
customer ivr or Iva input to fully
prepare for each call problem number
four long wait times
long wait times lead to high call
abandonment rates increase average
handle time or aht and low csat and NPS
scores most important extended customer
wait times increase the average cost per
call and cost frustrated customers to
lash out and agents the solution to this
one is customer self-service and
optimized call cues the first step to
addressing the problem of long late
times is to monitor key call center
metrics like call abandon and rate aht
call queue lengths call transfer rate
and more
optimizing call routing paths and using
ivr systems to collect pre-call customer
data like a summary of the issue contact
information and Order account numbers
along with offering self-service options
also helps reduce call volume and
shortened wait times
problem number five lack of reporting
and analytics a lack of available key
performance indicators or kpis causes
miscalculations and staffing needs
miscommunication with customers and
higher call volumes additionally many
call center managers do not monitor the
correct metrics instead making decisions
that will do more harm than good the
solution to this one is to use analytics
tools and AI insights call center
managers should start by identifying
which kpis have the biggest influence on
the call Center's overall goals and
objectives then invest in call center
analytics software or Advanced reporting
add-on features that provide a real-time
and historical 360 degree view of all
call center activity
management should use the insights
gained to make decisions about how to
improve performance this may include
implementing new training programs for
agents changing call routing strategies
or creating a self-service hub for
customers
problem number six low customer
satisfaction
low customer satisfaction is a
significant challenge for many contact
centers resulting in increased customer
churn reduced revenue and damage to the
company's reputation
the solution to this one is to provide
omnichannel service and automation tools
for agents
ultimately customers want fast efficient
and personalized service from call
centers providing Omni Channel customer
service options including phone email
chat and social media not only improves
accessibility and reduces wait times but
it enables customers to reach out on the
channel that they feel most comfortable
using creating a more customized
experience
Auto dialers in automation tools should
be utilized to save agents time and
eliminate repetitive tasks like sending
follow-up messages and data input this
frees agents opt to focus on customer
issues
problem number seven the workforce is
not properly optimized
a lack of Workforce optimization leads
to understaffing customer frustration
low fcr and high operating expenses
the solution to this one is to optimize
Workforce with Performance Management
and training Workforce optimization and
Workforce engagement management tools
are designed to improve employee
productivity engagement and efficiency
companies should monitor their entire
operation and hone in on specific
employees to ensure that each employee
is adequately trained and meeting their
goals
ongoing employee training development
and agent soft skill development
improves agent performance and opens up
communication problem number eight High
customer churn
customer churn also known as customer
attrition refers to the rate at which
customers stop using a call center
Services a high rate of customer churn
accompanies lost business higher
marketing costs and a lack of customer
loyalty the solution to this one is
customer segmentation and surveys
customer segmentation is the process of
determining particular groups of
customers based on specific
characteristics companies can then
tailor advertisements communication and
sales strategies to each customer
segment creating a personalized customer
experience once an organization has
sufficient data via customer surveys
focus groups or existing data customers
are categorized into segments customers
can be segmented by any shared trade
finally customer metrics including net
promoter score and cset scores should be
consistently monitored to prevent High
turn rates
problem number nine scaling issues the
challenge of scaling for call centers
involves the ability to efficiently and
effectively handle an increasing volume
of customer calls as a business grows
the solution to this one is to switch to
the cloud and streamline onboarding many
of the solutions mentioned here will
assist with scaling contact centers
specifically adding customer
self-service options implementing Omni
Channel service and investing in
Workforce Management Solutions
above all switching to a cloud-based
contact center software solution will
make scaling much faster and cheaper as
allows companies to add on new lines
channels and services without purchasing
additional Hardware or paying for
maintenance
problem number 10 technical glitches
the problem with technical glitches in
call centers is more than just annoyance
issues such as Jitter latency dropped
phone calls Etc can result in Lost
business dissatisfied customers and a
damaged reputation
technical glitches are commonly the
result of Hardware failure software bugs
network issues system overload or data
security breaches the solution to this
one is to maintain software and have a
disaster recovery plan to minimize the
risk of technical glitches in call
centers it is important to regularly
maintain hardware and software
components and Implement a disaster
recovery plan
companies should also perform regular
system checks and testing including
stress tests load tests and penetration
tests to identify vulnerabilities
finally call centers should regularly
review and update their data security
protocols
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till next time this is Nate from get
VoIP
thank you