Your friends hesitate to mention their gripes, since they know you manage a call center, but everyone knows that call centers have a bad reputation.
Virtually everyone dreads having to call the customer service line, expecting they will be left on hold for minutes on end only to finally reach a service rep, explain the issue, and get shoved on hold again so the rep could find a supervisor or some other person who’s now tasked with helping them.
A simple customer service inquiry could cost the customer almost an hour (or more!) of their precious time. It’s unacceptable and it’s all too common when it comes to call centers.
How Your Call Center Affects the Company
Would you even have to manage customer service inquiries if the company could be bothered to offer an incredible product or service?
It’s dismissive to assume that the problem lies in any other department of the company, as problems arise no matter what level of quality control they implement.
Therefore, the primary function of the call center, and your job as a manager or supervisor, is to represent the company faithfully, offer courtesy and information to the client and customer base, and propagate a positive image that supports the brand.
If you do not have enough people to accommodate call volume, you will be unable to provide quick and courteous service, and the brand will suffer for it.
If your people need more training, unsure of company policies, or unauthorized to provide basic solutions to the everyday customer in need, the brand will suffer, and people will lose their patience.
These common pitfalls associated with call centers can be remedied by ensuring you have a skilled staff and enough people to provide high quality service even if there is a high call quantity simultaneously.
Keeping On Top of Staffing Needs
Identifying and hiring the right candidates to get the job done properly is another matter entirely. Often, a hiring manager or supervisor is so inundated by the loss of a key team member that the first decent candidate that walks through the door gets the position immediately.
What happens next?
In a perfect world, this new employee is onboarded and thrives in their new role. Everyone is happy to have a full staff, so they’re not stuck picking up the slack and the company continues to post high performances, bringing positive attention to the call center’s contribution and giving you praise from the higher ups.
How often does that really happen?
Instead, quickly throwing someone into the position is a crapshoot, and it’s not impossible that they flake off in due time. This is problematic, as it is costly to train and onboard a person only to see them start underperforming immediately or, worse, walk out the door and put you back at square one.
Innovative Labor & Staffing Agency as a Solution
That’s why agencies like Innovative Labor & Staffing Agency are so valuable. They offer you high quality candidates quickly who already know how to perform the responsibilities of the job. Better yet, the temps are employed by the agency, so your liability is limited, and you retain the option to part ways if it’s anything less than a perfect fit.
What do you have to lose?
Contact Innovative Labor & Staffing Agency today!
