Call center issues to consider

There are certain issues which impede call center success that managers should explore solutions for, Newsfactor.com reports.

There are certain issues which impede call center success that managers should explore solutions for, Newsfactor.com reports.

For example, how strong is the voice quality of your agents? Poor voice quality can lead to an increase in call length and aggravation from customers who must continually repeat themselves. This reflects poorly on the company.

If clients get too fed up, hang up and call again, then you're forcing a repeat call - something that is generally frowned upon. Technical issues such as improper routing, long queue lines and dropped calls can also lead to unnecessary callbacks.

A similar issue is call abandonment, which can result from customers who don't get their problems fixed in a timely manner. This can indicate application problems or inefficient management of customer service resources.

Furthermore, call blockage rates - or when the center cannot handle the volume of customer inquires - "has an immediate and negative effect" on customer satisfaction and loyalty, the new source notes.

Gideon Hollander, of software solutions company Jacada, recently discussed customer relationship management in the call center, noting that traditional processes route and reroute callers through various automated processes, creating an unnecessarily expensive customer conversation.