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.
If you want to run a successfully operating call center, efficiency is vital. Just ask any call center manager what’s their most important mission when it comes to managing the call center, and chances are they’ll tell you: it’s increasing efficiency.
We’ve all been there – waiting on a customer service line after having been passed around several people, still desperately needing your problem to be sorted out. In such a situation, the least you expect is some empathy when you finally get through to someone who can help…
Have you ever wondered what a day in the life of a call center manager is like? What are the challenges they need to overcome on a daily basis? In reality, call center managers really do have a lot to deal with: when it comes down to it, they hold responsibility for the overall performance and budget of the organization, and ultimately create the foundation for a call center’s success.
As the saying goes, “time flies in the blink of an eye”: with millennials already in their 30s, a new generation of employees are now entering the workforce. And many of the most forward-thinking businesses have already started to pave the way for this new generation, known as Generation Z.