In 2017, cloud customer engagement solutions provider eGain conducted a survey on call center agents’ pain points. A total of 615 agents from the United States, United Kingdom, Canada, Ireland, and the Asia–Pacific region participated. Results showed that the biggest pain points among customer service reps are:
One of the most challenging aspects of call center management is finding and choosing the best people for the customer service job. With call center attrition being a major cause of added expenditures, contact centers struggle in gathering and training agents who can become the company’s assets for a long time.
Customer service training is one of the things you must think about before proceeding with your outsourcing venture. Many business owners directly take part in training their outsourced agents to ensure that their performance is reflective of the brand’s image and standards. To make this possible, managers set up a virtual classroom to conduct training programs for their bilingual call center.
A growing number of entrepreneurs are beginning to recognize the impacts of delivering customer service in several languages. Many brands have started to partner with bilingual call centers to be able to communicate with diverse markets. Using the language that their customers speak, they’re able to enhance understanding and build meaningful relationships.
International brands owe their customers high-quality services. It doesn’t matter which niche your company is in; across industries, consumers want you to exceed their expectations. A fail-proof way to do this is to fill your organization with people who possess the knowledge and skills necessary to provide exemplary customer support.
Sounding authentic when receiving a customer call is important for bilingual agents. Once callers notice that brand representatives sound uninterested and seem uninvolved with the work they do, they will feel burdened and unappreciated. This compromises the quality of customer experience that you, as a brand, are capable of providing.
Long queues of pending customer transactions can spell disaster both for call center agents and callers. Although this is a common challenge among outsourcing services provider, it does not give your brand an excuse for poor delivery. After all, smooth client relations supported by fast and high-quality customer services serve as the backbone of every enterprise.
Although many business leaders increasingly emphasize the importance of leadership skills in management, the best managers do not sacrifice its quantitative side. Especially for business process outsourcing (BPO) companies, measuring performance through metrics gives a more accurate picture of organizations’ standing. Moreover, numbers and percentages allow managers to precisely pinpoint performance gaps, enabling them to devise actionable and effective strategies.