Call centers can be a great asset to your company by providing a direct line of communication to customers, clients, and other audiences you’re trying to reach. However, there are a variety of mistakes that other companies make that can actually have a negative impact on your business. Check out some of the most common mistakes that a call center can be subject to, mistakes that you will not have to worry about by working with TeleDirect:
Automated Lines
Automated call lines and answering services may be a great solution to cutting down on the number of staff members that you need to employ, but in the end, the quality of service suffers with these lines. For example, if a caller’s question isn’t addressed as part of the automated menu, they’re going to be transferred to a representative eventually, but by the time they get there, they might not be as patient as when they first called, or they might simply choose to hang up rather than wait. Plus, people simply prefer the personal touch of speaking to an actual live person. You can’t get this from an automated line.
Misinformation and Misdirection
Larger companies can have a lot of information going out to a multitude of different outlets. Often times, the touch point for a lot of this information is split between two mediums: the company website and a call center. Providing your call center employees with the right information about a campaign, company announcement, or other pertinent media item is necessary to ensure that the message gets properly transmitted.
The more information your call center has to work with, the easier it’s going to be for them to solve problems. Also, keeping up with the company’s marketing efforts can lead to a more complete experience for those being targeted when they’re seeking answers and information from your company call center.
Improper Staffing
A common misconception that many companies have about their call centers has to do with the frequency and volume of staff. Simply put, it’s hard to predict when calls will come in and how often, so why take the chance of being unprepared? Have a dedicated call center on hand all day, every day like TeleDirect to field all of your calls. You’ll never have to worry about being understaffed, unprepared, or closed for your calls ever again!
Contact TeleDirect today to learn about how we can change the way you perform customer service forever! We have years of reputable service at our backs, so you know that we will avoid all of these costly mistakes.
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