Working as a call center agent is not easy. Agents spend most of their time on the phone talking to customers, resolving complex issues with often angry customers. Considering the resulting high levels of stress commonly experienced, it’s no surprise that call center turnover rates are usually in the sky.
Christmas is just around the corner! By this time of the year, most of us have already got into that lovely holiday spirit, shopping Christmas gifts while counting back the days. If you manage a call center, however, chances are you associate Christmas with overtime, demanding customers and increased stress levels.
The idea of hiring remote agents has become more and more popular in call centers. This, of course, has brought significant changes to the industry – luckily, in good ways. In fact, relying on remote agents can be highly beneficial for call centers in terms of productivity, operations, and cost-effectiveness.
You may not think so but working as a call center professional has a great potential: if you perform well in your job there’s no doubt you will thrive – and so will your career.
As call centers have a bad reputation for being soul-killing environments to work in, it’s no surprise that agent retention has always been a challenge for customer service departments. While stereotypes are often exaggerated, let’s face it: call center life is not easy. But is there a way to make call centers more attractive to job seekers? Luckily, there is.
As multilingual customer service departments are on the rise, call center agents often find themselves experiencing language barriers with customers during phone conversations. Language barriers may be based on agents and customers speaking different languages, and can also result from differences in regional dialects and accents, and bad phone connections.
An unexpected power outage can present a nightmare scenario to any business that does not have a reliable call center disaster recovery plan in place. You may not think so, but even a brief outage can cause major operational disruptions to organizations.