There are a number of problems workers in call centres can encounter, from being sent home early with no pay to the scramble of trying to get a computer. Some call centres will send their employees home early from a long shift, with only one hour’s pay if their computer breaks down.
These situations can easily be avoided as most modern companies have processes in place to take care of their staff and stop anything happening which may impact their working life. This could be something as simple as having an IT team on standby to deal with any technical issues or back-up computers that staff can use. Also check your contract to make sure you’ll still be paid in the event of having to head home because of technical issues.
Less experienced contact centres can make mistakes with the roster placing more people on shifts than there are computers available for. This is an issue that requires the roster to be created more effectively. Don’t over-book staff, but perhaps have a couple on stand-by in the event of any staff absences.
Call centres can also be a horrendous experience for the customer. They can be put on hold for hours, be constantly passed around from one person to the other, or not be effectively assisted. There are a number of ways to rectify this. To avoid keeping customers on hold, it should be worked out at what times the company is receiving the highest amount of calls and more staff can be brought in to cover this time period. This will ensure customer satisfaction and be less stressful for employees as customers are likely to be less aggravated.
In order to ensure customer satisfaction, it is very important for staff to be properly trained. Training should be given to workers when they first join the company, not only in how to manage the business telephone systems and educate them about what the call centre offers but also how to handle difficult customers.
Want to find out more about Britannic Technologies, then take a look at their website to find about more about the contact centre
Tags: business telephone systems, call centre, contact centre, technology