Top 10 Challenges & Solutions Of A Call Center

challenges & solutions of a call centre

There are a couple of challenges that the top management has to face on a day-to-day basis. Because call centers are the world’s toughest work environments, this is not surprising! Many call centers are facing such challenges as a hurdle in the path of achieving goals. 

Call Center Services of the Call center industry is one of the most powerful sectors, which contributes majorly to the economies of Asian countries like India, the Philippines, Malaysia, and China.

Challenge No. 1: Agents enfeebling

Employee depreciation has long been an issue in high-volume hiring environments, such as call centers. Cramped in a cubicle 9-10 hours a day, answering calls of frustrated customers, low pay, and slim benefits could be why agents do not see a future in this sector.

Here is the Solution: 

Recognization and rewarding: Call center managers should recognize and acknowledge the effort and outstanding performance. 

Competitive pay and benefits: Compare company benefits and wages to other call centers in the industry and offer incentives and even reward programs to compete for the best talent.

Control and training: A trained agent should provide value to the company. See how you can teach agents to deliver personalized customer service.

Gamification: With the right game mechanics, tools, tactics, and techniques, managers can transform their call center into a customer-centric operation by motivating employee engagement and achievement.

Challenge No. 2: Low Customer Satisfaction

Although most dissatisfied customers will not complain, even worse, they will leave and never come back.

And even if the call center compensates customers to make up for their bad experience, it takes seven positive experiences on average to make up for one bad one.

Here is the Solution: 

An IVR System: IVRs collect information about customer’s needs and will transfer the customer to the most appropriate agent or department. 

Customer surveys: Customers will provide you with a wealth of information about your product, service, agents, and more. All you need to do is listen.

Reassess your KPIs: Metrics by which you measure agent performance could potentially harm your customer service. 

KPIs such as AHT pressure agents to handle calls within a certain amount of time, leading them to transfer the call more than necessary, “accidentally” get disconnected, and provide a generic service.

KPIs such as customer satisfaction (CSAT) are more commonly used than employee satisfaction (ESAT). 

Challenge No. 3: Employees, not a priority

A decrease in call center performance levels can result from many things, including low morale. Call centers have learned to place a lot of importance on their customers, forgetting to check in on their staff every once in a while.

Here is the Solution

Focus on non-traditional metrics: Focus on qualitative and quantitative metrics, such as real-time customer feedback, balanced scorecards, and Net Promoter Score which all work to further improve performance levels.

Challenge No. 4: Many Tools More Issues

Many call centers are using multiple and outdated software to help them with their day-to-day operations instead of using a single tool.

Here is the Solution

Integrating: Adopt new software that will integrate with the existing ones in the call center. Or opt for a platform that already has multiple systems integrated into it.

Challenge No. 5: Struggling To Boost Performance

As a company, you want to make sure your customers receive the service they deserve.

However, it may feel you’ve taken your team as far as they can go. They’re achieving good (but not great) results and solving your customers’ issues. The problem is, you want to take performance to the next level but don’t have the knowledge.

Here is the Solution

Reward good behavior

Set metrics goals and depending on the level of difficulty, reward them with prizes on par with the challenge. Whether it be intrinsic or extrinsic rewards, find out what motivates your team and give it to them!

By upgrading your quality assurance software, you’ll be able to easily spot areas of improvement and train accordingly.

Challenge No. 6: Conflicting Business Priorities

A call center may have multiple priorities that directly contradict each other. The senior management needs to clarify which goal to prioritize over the other. Furthermore, they need to communicate this data with the operators effectively. For example, you could focus on customer satisfaction and cost-cutting. However, these goals often oppose each other, and so, it can confuse the agents.

Here is the Solution

Urge your senior management to make a priority list in the order of importance. Also, try to align your services according to other department’s focuses and values. Hence, you’ll create a consistent experience for all your customers. 

Challenge No. 7: Lack of Time:

One of the most pressing problems of call center agents is a shortage of time, yet a high volume of customer calls. Hence, they do not solve client problems accurately or spend enough time on calls. Customers feel dissatisfied, and lose faith in call centers.

Here is the Solution

Forecasting heavy call volumes, employee shift rotation, and increasing staff strength are simple measures that can increase operational efficiency in call centers.

Challenge No. 9: Less Career Progression

 With limited team manager or leader roles, the majority of employees remain stuck at the base level. This tempts them to move to greener pastures and results in a super-high attrition rate.

Here is the Solution

Get your call center employees involved in the daily running of operations so that they also feel valued. Give them chances to exercise leadership and contribute their opinion towards strategic decisions. The involvement and engagement of call center workers in task management is a great way to create a collaborative environment.

Challenge No. 9: Lack of Training Sessions

Agents remain unable to transfer that knowledge and apply it in the actual workplace. As a result, managers constantly provide negative feedback and have to waste precious time assisting team members.

Here is the Solution

  1. Make sure to have regularly paced continuous training sessions that reinforce proper practices. 
  2. Try to infuse creativity in training, and have practical sessions such as role-play of customer conversations. 
  3. Team activities, brainstorming sessions, and multimedia content can go a long way in improving the impact of training for VoIP call center representatives.

Challenge No. 10: Short of Budget

It has been a perennial problem for call centers. They often suffer monetary losses due to high staffing costs. This makes top executives view call centers as a heavy cost burden that depletes revenues and profits. Many organizations thus do not set up call centers and resort to other ineffective means to serve their customers.

Here is the Solution

If your organization has fewer financial resources and a tight budget, the best thing you can do is get a business phone system. They have economical calling prices, and most service vendors will customize pricing plans that will suit your calling requirements.

Despite these challenges, the role of the call center remains very important all over the globe. If the right action is taken, then the issues can be sorted easily. And the performance of the call center will skyrocket.

How Virtual Call Center Setup Can Transform Your Business in Top 8 Ways

Contact centers have assumed the utmost importance in the business operations of large and small-scale businesses over the past two decades.

Companies have realized the importance of having dedicated personnel to handle communications.

For larger companies, it takes the load off their shoulders and allows them to outsource their huge bulk of calls and customer interactions.

For smaller companies, it allows the core group to focus on the development of products so that they can grow in the market. All in all, call centers serve the very important purpose of acting as the interface between the customer and the organization.

A virtual call center is a phone support system that offers businesses a virtual representation of their offices.

In other words, instead of the typical building with call center agents crammed in to take care of communications, a virtual call center allows its agents to work from their homes and communicate with a centralized server so that the team is wary of developments, and managers can keep a track of the work being done.

The virtual call center model has a whole lot of advantages.

Instead of physical office space, it utilizes cloud storage to centralize data storage and saves up operational costs. It also relieves the company of geographical boundaries while hiring agents, because they will work from home anyway.

In addition, it gives them more diversity, which is always a benefit especially for the larger companies who are serving international clients.

This in turn increases the customer’s confidence in your business.

In this article, we will talk about the ways that virtual call centers make business easier, allow people to work from home, and contribute to an increase in productivity.

1. Saves operational costs.

Not relying on a physical office space brings with it a lot of savings in operational costs. The company can cut short the costs of required setup and supplies, building rent, fixed costs like equipment, paying for storage, physical amenities, and other lease costs.

All that is required is the equipment to track and monitor the work of remote systems and ensure that all the relevant data is available at a server for easy retrieval and management.

This not only brings down the costs by a significant margin, but it also reduces the hassle that a company has to face in its day-to-day operations, be it in terms of maintaining legality, custodial expenses, ensuring environments of workers, etc.

2. Allows employees flexibility.

One of the leading concerns of employees in call center jobs is the lack of flexibility that their job allows.

With virtual call centers, employees get to work from home.

This means that they not only get to attend their duties at home more easily, they can also choose their shifts in advance to ensure that their personal lives are not too disrupted by their job.

This significantly improves employee satisfaction levels and prevents agent attrition, which is otherwise one of the biggest concerns that call centers have about their employees.

Allowing your employees the flexibility they want also helps you find out the employees who put in extra effort when they can and determine your assets.

3. Hiring from a wider applicant pool.

Call centers are often hamstrung by their limitations in hiring agents.

You have to take into account only those people living in the same city, or at least nearby.

Virtual call centers allow an international pool of applicants if necessary, beyond any territorial boundaries, so that you can have the pick of the best agents available.

Not only is this a boon for the company, but the applicants also get a shot to work with the biggest names in the business if they are good enough, regardless of where they are from.

There is no difficulty in monitoring the work of people who live miles away, and there is no difference in the approach of doing so with one agent who resides in the same city, and another in a different country altogether.

4. Managers can track every detail.

When all the work is done digitally, every action leaves a trace that can later be tracked if necessary.

The process becomes more transparent, and managers get a better picture of what is going right or wrong with the strategies being followed.

Using the software, virtual call centers are more effective in determining and monitoring the key performance indicators of the business for each employee.

Agents are always accessible online, so managers can also give them prompt feedback on their actions, which leads to more dynamic corrections if required.

5. Customers relate better to diverse agents.

If you are a large organization, you are likely serving customers in multiple nations, where each nation has its own quirks and uniqueness.

Customers from a particular country often tend to relate better to agents from that country itself.

This helps to establish a relationship of trust effectively, and ultimately leads to better sales and quality of service.

Therefore, it is a good idea to hire agents from those countries where get you the most business, so that customers can relate better and be more comfortable while talking to your agents.

This is only possible if your employees work remotely, in a virtual call center setup.

6. Round-the-clock service.

Again, for companies serving international clients, you have to work by their time zones, not yours.

This means you might have to schedule enough agents round the clock, including night shifts, to deal with the volume of calls coming in.

This could be a challenge for a traditional call center, but for virtual call centers, you could ensure one of two things.

Either you could have international agents for whom the time zones align with your customers, or you could have dedicated agents working through the night from home.

Either way, virtual call centers make it easier for you to provide 24*7 support, which is necessary to progress in the market.

7. Full use of technology.

Virtual call centers allow companies to harness the power of technology to make operations more efficient and cut down on costs without compromising on quality.

By using the software, you can simulate the working environment with remote systems, all connected for fast data sharing and information retrieval.

Moreover, using technology in this regard helps to get work done faster because your colleagues are always available online in case you need to communicate, any relevant information is available on your browser, helplines can be contacted if you are out of your depth, reminders, and alarms are set in place to keep your work on a track, and your own performance evaluation is available for you to improve upon.

8. More productive agents.

Happy agents are productive agents.

In a virtual call center scenario, not only are employees happier with their job profiles owing to the ability to work from home, have flexible times, get information at their fingertips and work according to their benefits, they are also equipped with the technology necessary for them to do their best work – be it in terms of extensive analysis on data, easy to use interfaces for their platforms, mechanisms like auto-dialers and predictive models, etc.

All of this combined insures a spike in productivity and leads to agents being able to provide a better quality of service.

The Case Study

In this article so far, we have talked about what is a virtual call center, how it differs from the traditional version of a call center, what business benefits it can bring, the call center software that it involves, and why it should be implemented.

We have also spoken on the effect it has on the customers in terms of gaining their trust and making them comfortable, as well as on agents by giving them room and keeping them satisfied.

The call center software solutions that are implemented in virtual call centers are easy-to-use interfaces, so the agents can work on the platform easily and navigate through all the available options.

There is a helpful mechanism in place for experts to step in, in case of any errors or confusion.

The system is built to be self-explanatory and works according to the parameters that the company has defined.

To shed light on how important these virtual call centers can be, let us turn to a case study featuring a real example of a call center.

For the scope of this case study, Gammon Solutions is a telemarketing agency providing call center solutions for an established organization.

This case study will progress through the problem scenario and the challenges faced by the company, to studying the solutions they drew up and how these changes led to a growth in business.

The Problem Scenario

Gammon Solutions had been operational for more than 10 years.

In that time, they had grown from being a fairly local initiative to now becoming a truly global organization.

With this growth, however, came a massive increase in the customer base, and it was becoming difficult for the call center to manage the volume and diversity of queries coming in, and make effective marketing strategies.

They were looking to utilize telemarketing software solutions to diversify their efforts and cater to people more efficiently.

The Challenges

The problems that the company faced are listed below.

1. Scheduling and staffing was an issue because the call center needed to provide support round the clock, but it became difficult for them to find willing employees working at odd hours in that sort of volume.

2. The costs associated with housing that many employees were running too high, and were starting to cause an effect on the company profits. Moreover, expansion became an issue because it would prove to be so expensive.

3. The company could only hire agents within the locality, which limited its scope for improvement, and hindered their chances of competing with bigger companies elsewhere.

4. The software they were using was not enough to deal with the volume and variety of data being flooded in and as such, led to inefficient reporting and pegged them back.

The Solutions

The managers at the company chalked up the following solutions to help them deal with the challenges that they faced.

1. They opted for a virtual call center setup so that people could work from home for the different shifts and be more comfortable in case their shifts did not fall in the regular business hours.

2. Agents were asked to work from remote devices at home, which slashed costs associated with maintaining a physical office space.

3. The company invested in the best call center software to deal with the data they produced and draw out more efficient patterns and models from that data.

4. The company could now hire talents from anywhere in the world, which allowed them to get the best agents available and further boosted their productivity.

The Results

Once the initial investments with regards to purchasing and implementing the latest technology, connecting remote devices to the network, providing training to the agents on how to go about the new platform, and setting up monitoring devices and metrics were complete, operations progressed much faster, more smoothly and more efficiently.

Within the next year, all these surplus costs had been regained and over the next two years, the company saw an unprecedented increase in the profit margins.

Customers were also more satisfied with the quality of service they received, and as a result, the company continued to grow and gain a reputation.

Thus, we can see how virtual call centers are likely to progress in the future.

They are more financially efficient, allow freedom to the employees, keep a good check on the quality of work and allow operations to occur more conveniently.

The advantages highlighted here also point towards the virtual call centers as being the better option in terms of getting customers to trust your brand and remain loyal to it.

Therefore, having a virtual call center setup and allowing your employees to work from home can transform your business for the better and help you take the next step.

What Is A Call Center Management System

Every company dreams of creating an amazing customer service experience for its customers using the best call center software available in the market.

Immediately, you’ll be plagued with several questions, such as: how to make that happen with the call center management system?

Or, how to choose the correct system that will provide the optimum results?

Spending a lot of revenue on advertisements, and intense marketing planning will not be worth much if there is no one to attend and cater to the customers when they are calling the company.

Studies have shown that a lack of call center provisions can end up resulting in a massive loss of revenue, often amounting to around 2.3 billion dollars!

Most of this is due to the inability of handling incoming calls, while the rest can be attributed to having outdated call management systems.

As technology improves day by day, businesses need to invest in a proper call center with proper management systems.

This is because a call center can often become the actual face of the company, and having really good customer service will make the customers come back for more business with the company in the future.

Managers need to be superbly aware of what exactly is going on in their call centers. They must be up to date with the software of the call center and take note of the service that is being provided to the customers of the company.

Managers of the call centers, who seek to be the best of the best and gain substantial leverage over their competitors, must employ progressive, high-value call center management tools that are available in the market.

So, what exactly is a call management system?

What are its benefits, and how does it help in the long run?

This article will provide a list of things that must be kept in mind when selecting a call center management software.

1. The number one thing that the management software must have is a proper call monitoring feature.

Call monitoring is simply opening the door to valuable features that grant access to the managers in various useful ways.

2. Using this feature the manager can listen in on live calls that the agents are attending to.

They can do this without the knowledge of the agent or the caller.

3. Call monitoring feature is really great for quality assurance practices.

It can also be used for training new agents and coaching the existing ones for better responses.

4. Because the call center serves as the face of the company, it is important to have training tools that can guide agents as they solve the queries.

Such tools are becoming increasingly commonplace.

5. A proper call center management system will have the option for whisper coaching.

If the call center manager, while managing the calls especially that of a newer and inexperienced agent, notices that the agent is struggling they have the ability to drop in and speak to the agent directly without the caller being aware of it even remotely.

6. Whisper coaching can also be useful when teaching the agents better and newer ways of responding to customer queries.

7. The managers can also guide an agent so that the interaction between the agent and the caller is smoother!

8. Callers, when talking to the call center agent may often ask to speak to the manager.

In such cases, the manager can jump in directly and establish a connection between the caller, the agent, and the manager. This feature is called call barging and is very time-saving when used correctly.

9. Call barging is also a great feature when the company needs help in residing the calling transfers or increasing the first call resolution.

10. Call barging can help immensely in maintaining the quality assurance and desired leverage in the training.

11. Overall, call barging provides for increased customer satisfaction, so implementing this is an overall win-win situation.

12. To appear more professional, it is important to have a good and efficient calling system.

Instead of transferring the call to the manager when the customer demands it, the manager should be able to come to the caller himself, without hesitation and without a time-lapse.

13. Conference calling is very effective when two or more calls need to be addressed at the same time.

With this feature, the managers can be connected to several people at the same time, so that the calls appear seamless between the agents and the customers and so that the issues can be solved quickly and proactively.

14. Conference calling is also effective for agents as it also provides the opportunity for coaching the agents.

15. A good call recording feature is a must-have in today’s data-loaded world.

Not everything can rely on human memories and techniques and this feature can truly be a lifesaver.

16. Call recording software, if used correctly, of course, is proven to provide an invaluable source of information to the managers for review.

17. Call recording can also help in the monitoring of the performance of the agent team at any given time.

Not only can it be useful in reviewing agents, but it can also be used in training and coaching agents, and come up with better, inclusive responses.

18. Call recording can also be helpful in the process of streamlining the customer experience and understand the correct needs of the caller.

19. For a call center based on multiple companies, or just one big company with a lot of callers, it is tedious for managers to receive calls constantly and round the clock, without enough time to respond to them individually.

As such, managers can employ the use of a nifty little thing called voicemail.

20. Voicemails are not alien software.

In fact, they are commonplace nowadays, and often it’s a must-have feature!

Call centers often have agents, teams, and even departmental voicemails facilities that help store the voicemails in the caller activity.

21. Using this handy voicemail feature the managers can always stay on top of things with considerable ease, without worrying about missed calls or messages.

22. Another feature that often comes in wrapped with the voicemail feature is the voicemail transcription feature.

This stores up the voicemail and transcripts it so that the manager is notified immediately when the voicemail arrived.

23. Along with transcriptions, notification features are also in high demand. Notification features actually help the managers prioritize and plan what calls to answer first, what to avoid, and so on.

24. Missed voicemail notifications and messages may also be important, so it is necessary to have software systems to detect them properly when appropriate.

25. Call disposition codes are great when managers want to keep tabs on specific outcomes of calls, or even decide on the outcome of all the calls.

26. Call disposition to strive to provide the outcome of the call that can be used by agents later.

27. Call center managers can view the call disposition codes in the feed of the caller’s activity, thereby enabling them to run disposition codes and analyze their team.

28. Real-time call center metrics can be understood with a tool that most managers in today’s world swear by.

They have the access to the call center metrics in real-time using this.

29. They can make data-driven decisions, such as service level, number of calls, and so on using the real-time call metrics reporting tool.

30. Real-time metrics can also help in determining abandonment time and wait time and allows managers to change their schedules accordingly to reduce these undesirable effects.

31. However, some call centers prefer to understand their teams comprehensively.

They want to have an accurate forecast on several things such as call volume and decisions.

For them, historical reporting dashboards are great.

32. Historical reporting dashboards provide managers with the data they need in a bulk and sort out the most important time frame for the managers.

33. Workforce management software is very important when it comes to calling center management. This allows the managers to do several things.

34. For starters, this can help call center managers in forecasting the call volume to a decimal accuracy, which is really helpful especially if the company is a big one handling a lot of calls.

35. Workforce management software can help managers schedule agents and adjustments in real-time. This means even distribution of agents as and when needed by the managers.

36. Workforce management software is good for the companies that have larger teams that need larger staff, thereby needing more and better scheduling.

37. In short, the workforce management software is important to maintain the well-being of your agents and not let them get burned out doing the same tasks over and over again.

38. If the company is large, it will be a good idea to invest in a cloud-based solution to manage the data.

39. Cloud-based solutions help immensely in connecting the agents that work locally.

40. Another thing that managers often look for in their call management system is automatic call distribution. It helps in not letting a particular agent get overworked while others are left underworked.

41. This call distribution software can perform even better when they come up with customizations that enhance the experience of both the agent and the callers.

42. Because most or all of the software require the internet and not the old PBX structure, most of the programs should be hosted by third parties, thereby clearing up space and organizing everything properly for the manager.

43. Call management system, contrary to popular beliefs, is not at all costly!

Because most of the work is over the cloud and internet, barring the installation and updating costs, they can be really cost-effective.

44. Using a call management system can help in starting up a global presence, spreading your business to cities and even countries eventually, thereby drawing in more profit in the longer run.

45. These systems obviously cannot run on multiple numbers. Instead of opting for software that provides a virtual number for contacting agents, it provides a good, professional image.

46. A call management system can help in polishing up your company name and look since the company ‘tone’ can help in reassuring the customers that their choice of business is trustworthy.

47. One of the many tools that the managers of call centers find useful is the software that will provide the cost and predict installation charges, training charges, and so on automatically.

48. Such a system makes sure that the manual labor required by the manager is lessened and that he can focus on things that need his additional attention.

49. Call tags are rather important and good call center software will have them already as a part of the package. These are one of those essentials that you cannot live without.

50. Certain managers might find it useful to have updated KPIs whenever they so require, all in real-time. It is therefore wise to be on the lookout for such software.

Call center solutions can be very useful for managers as well as the company alike because they can run smoothly with the help of these tools.

This telemarketing software can be instrumental in determining the success rate of the call center and hence it is necessary for the company.

To save precious time and resources as well as to make sure that the company is not under recruiting or over recruiting employees, only the online call center software should be utilized.

On top of it, it is important to realize that not all sorts of call center software solutions are ideal for your company.

Selecting and picking only what you need and not what merely seems nice is the key to finding the right balance between revenue, upkeep, and profit.


What Is The Best Selling Strategy For Call Center Agents

Call center agents today cater to more informed, demanding, and aware customers than they ever have before.

As a result, call center solutions need to evolve to sufficiently provide good quality of customer service.

More and more companies are growing increasingly dependent on call center agents to drive sales through their interactions.

They are investing in new and innovative call center software, digging into data and training agents to market their products and convert leads to sales.

To aid the process of increasing sales through your call center, here are a few tips on the best-selling strategies that can be adapted by the call center employees.

1. Gain domain knowledge.

 Employees should know everything about the product they are selling.

It creates a high negative impression if an agent is unable to answer a query on the specifications of the very product they want to sell.

Ensure your employees know the business, the market, the product, and its functions as well as the benefits it provides.

2. Understand the customer.

Every customer comes with a unique set of features.

As an agent, you must give yourself some time to understand the customer you are dealing with, in case this is your first interaction with that individual.

Only then can you model your approach to best fit their personality.

3. Personalize your interactions.

 No customer wants to hear a generic pitch.

Nobody will be convinced to invest in your product if you cannot take the time out to cater to their individual, specific needs.

Therefore, agents need to treat each separate client as a different entity, study it, learn from it and understand it, and then put up a personalized conversation.

4. Study data of your customer.

A call center invariably has a wealth of data on anybody who has dialed in before.

Agents should be asked to study the data about a customer, to know their personality, their behavior patterns, their likes, and dislike, etc. which would subsequently point to how they are likely to interact.

5. Categorize customer traits.

Customers can be analytical, driven, skeptical, expressive, or reserved.

Employees who can quickly identify what trait a customer has, are more likely to be able to come up with the goods in terms of what approach fits them better, and how they can be convinced.

6. Adapt communication styles.

As mentioned before, customers want a personalized touch to their interactions with the call center.

Agents need to be able to adapt their communication styles to satisfy the customers and ensure they provide consistently good service. Moreover, agents need to be flexible in their approach when dealing with multiple clients.

7. Ask questions to convey interest.

 In the conversation, you must let the customer do most of the talking, but you should also interject from time to time with logical questions.

This will not only help you understand the customer better but will also convey that you are genuinely interested and that you value your customers.

8. Communicate a mutual value proposition.

In business, everyone wants to see their benefits.

Unless you can convince your customer that there is a tangible benefit to them investing in your product or service, you will not be able to make the sale.

Communicate your value proposition in such a way that it clearly outlines what they stand to gain.

9. Listen to what your customer has to say.

 Attentive listening is a big part of quality customer service.

Listen to your customers, not only because it helps you identify their problems more accurately, but also for building a personal relationship and possibly gaining a long-term client, which would prove beneficial in the future.

10. Build rapport with the individual.

 Successful sales conversions happen when customers trust not just the product, but also the brand and the people behind it.

For this, agents need to strike the right chord with customers during the conversation and build rapport with them to foster a relationship of trust.

11. Look at a problem from the customer’s point of view.

 The best agents can identify problems better because they see the situation from the customer’s point of view, taking into account the various factors that influence their decision-making.

Doing so will help you prepare your conversation more effectively, and ultimately push sales more beneficially.

12. Take control of the sales process

 While it is important to let your customer do most of the talking, agents also need to steer the conversation along the lines they want, for it to be effective.

Taking control of the conversation’s direction is important to direct the flow of the sales process.

13. Adapt your own behavior to match your customer.

Your customers may be in a variety of moods, they may have 2 minutes to spare or an entire day, they may be at their offices or outside, etc. all of which contribute to changing their behavior.

As an agent, you need to reflect on their behavior to connect with them and communicate effectively.

14. Take some time to identify the root needs.

 Customers often do not know their root problems themselves.

A trained agent will be more likely to find that out after a while of listening to them describing their concerns. Identifying the basic needs accelerates the sales cycle because agents can then formulate strategies accordingly.

15. Use technology to anticipate customer requirements.

Predictive modeling is being extensively used in modern call centers, using millions and millions of data points to construct probabilistic models to predict future outcomes, such as anticipating a customer’s requirements before they state them.

This helps the call center prepare preemptively for such situations.

16. Train agents to recognize sales situations.

 Tone, volume, speed, and pitch of voice are audio indicators of a person’s outlook, mindset, and intentions.

Agents should be adept at picking up on these signals and understanding the mindset of the customer easily.

Different approaches work best in different scenarios, and identifying the situation is a crucial first step towards making a sale.

17. Have an action plan charted to follow up

 You cannot afford to be finding your feet as the conversation going on. Agents need to have a proper plan of action charted and ready so that they can make good on their promises of efficacy if the conversation leads to something fruitful.

18. Engage customers by stating the USP of your product.

Agents only have a limited time period to grab the customer’s attention.

They need to utilize this time to describe the most unique and helpful features in their product, so that customers are interested to remain attentive for the rest of the conversation, and know more about the product in question.

19. Research your competitors and define your specialties.

In the modern market, you are bound to have competitors in your field.

It is important to find out how your product differs from theirs, and then stress on that uniqueness as a selling point to connect better with the customers.

Branding yourself as a specialist in a field often helps capture market share from your competitors as well.

20. Use referrals and testimonials to build up trust.

People tend to believe the words of other customers who have been in the same shoes.

That is why testimonials and referrals work like magic in establishing a positive connection between the customer and the brand, as well as creating a relationship of mutual trust.

21. Stay in touch with leads that show interest.

Most of the time, the first call will only be introductory and will lay the foundation for further conversations.

In this regard, agents need to bear in mind the leads that expressed interest on the first call and prioritize conversations with them to draw out the best possible results.

22. Present new and innovative ways of pitching for sales.

 Sales strategies today are far more dynamic than they ever have been – what is cutting edge today may be obsolete tomorrow.

Agents should be ready to evolve as quickly as the changing times to remain one step ahead of their competition and deliver the best results.

23. Learn to handle emotions while on a call.

The person on the other end of the line may be very friendly and accommodating, but he may also be frustrated, angry, disappointed, or rude.

Regardless, agents need to keep their own emotions in check while on a call and answer professionally to every query being sent in.

24. Have relevant customer information at your fingertips in case a reference is needed.

 Today’s technology makes it possible for agents to get all the information they need at the click of a button, right on their screens.

During a call, they should refer to the data being analyzed and the trends being projected to gauge how the call is going and then proceed or change their tactics accordingly.

25. Always remain positive during a conversation.

The agent has the onus to maintain positivity in the conversation, so that the customer eventually sees the positive side of the product concerned, even if he starts skeptical about it.

Dwelling on the benefits of the product and how it would help the customers are the important pointers to maintain.

26. Ensure that you remain respectful towards the customer.

An agent in conversation with a customer is a representative of the brand.

As such, he or she must remain respectful towards the client, for the sake of preserving the brand’s image, if not for common decency.

No matter how uncomfortable the conversation gets, agents cannot lose their temper or be drawn into something unpleasant.

27. Include expert opinions for problem-solving.

 Agents should not hesitate to bring in experts to solve a query if it is out of their depth.

This serves two purposes – the customer is satisfied because they get the solution they want, and the entire process moves along quicker because the issues get resolved faster.

28. Reconsider the decisions made and results accrued regularly.

 The call center needs to seek to improve and learn from its previous actions at every step so that it can fine-tune its operations.

They need to record and retrieve the decisions they took, study their effects, rate their effectiveness and then decide the next course of action.

29. Encourage customers to give feedback on your service.

 Feedback from customers is a great indicator of how good your service has been, and it also serves as documentation that can be reviewed and improved upon in further scenarios.

Therefore, feedback is essential to the process of continuous improvement embraced by the call center.

30. Pick the right metrics and monitor performance.

 The call center needs to determine the metrics it will consider for success, and then keep a close eye on the performance of every agent based on these metrics.

Continuous monitoring, evaluation, and feedback will help agents serve their customers better and ultimately increase sales.

As we can see, sales is the cumulative effort of a lot of different factors coming together, such as agent skill, training, call center software solutions, demographics of the customers, etc.

Maintaining positivity, understanding the customer’s point of view, communicating the value proposition properly, and having a thorough knowledge of the product and the market itself, are essential skills to have for call center agents looking to push sales through.

Aided by the best call center software, agents should also look to preempt the issues that customers are likely to face, solve these issues to guarantee a more smooth customer service experience, and stay in constant touch with their clients, so much so that they can build a personal relationship and a good rapport with them.

Providing telemarketing software solutions in the modern scenario encompasses a whole lot of activities beyond just talking on the phone.

It involves understanding sales strategies, categorizing the customer, managing multiple channels of communication, and dynamically improving from the feedback received.

The tips mentioned in this article will definitely help your company develop better sales strategies and increase revenue generation through the sale of goods.

What Are The Responsibilities of a Quality Analyst In The BPO sector

A typical call center attends thousands of calls every single day.

From the company’s perspective, each of these calls represents a business opportunity – either to bring in new business, keep existing accounts, expand domains or introduce something new in their customer base.

The cornerstone of success with regards to attending these calls is maintaining a high level of quality in customer service.

Offering quality service is paramount to customer satisfaction.

To ensure consistency in quality, companies set up quality assurance analysis teams to monitor, regulate and suggest a strategic change in the operations of the call center to harness better productivity and provide better service.

In this article, we will talk about the roles and responsibilities of a quality assurance analyst, how it pertains to the working of agents and benefits the call center, what factors it encompasses and how best to carry out the job.

We will also look at an example which demonstrates the impact of quality assurance analyst having in the BPO setup.

1. Developing evaluation programs.

A majority of quality assurance analysts have worked as call center agents themselves in the past.

Therefore, they have firsthand knowledge of the situation and know what it takes to provide the best performance.

With this knowledge, they design evaluation programs that analyze the critical performance behaviors of employees and monitor the metrics defined for success.

Such evaluation programs measure the impact on the company and serve the excellent output of each call center agent.

It investigates the root cause of problems that have occurred and provides actionable insights that can be implemented as viable solutions in a bid for continuous improvement.

2. Monitoring changing trends.

A quality assurance team not only focuses on the working of the company internally, but also has to keep an eye out to see what its competitors are up to, and what is the market.

It is their responsibility to keep a track of industry trends that can impact their products and services.

Given that the world today is changing so fast, industry trends keep changing as well, and prompt response from the companies is necessary to stay relevant in this fast-paced, dynamic market.

Quality assurance analysts track their internal progress concerning industry standards to gauge where they fall in terms of productivity and customer satisfaction.

3. Call quality monitoring

This is the primary job of a quality assurance analyst in a BPO.

Through call monitoring, the analyst can discern the tactics employed by an agent, the response of the customer to those tactics, the flow of conversation, the mindset of the customer and the approaches taken to fit that mindset, the effectiveness of solutions presented, agent performance in terms of convincing the customer to buy or providing answers to their queries, the perception of a product or service by each customer, etc.

All of this is valuable data in enhancing the strategies adopted by the company to market its products and provide better support.

Possible improvements are identified, loopholes are fixed and the entire operation tends towards a more effective goal.

4. Optimal use of technology.

Accurate data reports are essential to gauge true performance and subsequently improve functions for the company.

However, the emergence of such data reports requires innovative technology that can analyze data effectively and project meaningful information from it.

Quality assurance also involves directing the software backing that the company requires since it is critical for a call center to use the right technology to maximize its performance.

The quality assurance team needs to survey exact requirements, find the best-fit solutions and implement that technology to ensure smooth functioning.

5. Introducing training programs.

QA analysts, through call monitoring and metric evaluation, can identify the areas where agents require strengthening.

They then recommend training modules that should be introduced for the agents to familiarize themselves with these concepts.

Moreover, the quality assurance team also schedules training on emerging technology to ensure that your agents can stay one step ahead of their competitors.

There are also decisions regarding training as a group and as an individual, which are taken by QA analysts with the development of the agents in mind.

Thus, QA analysts have a role to play in the future of the organization as well by coaching and training the agents to attend subsequent calls in a superior way.

6. Business risk assessment.

Modern businesses have to go through the process of identifying possible risks, ensuring they have defenses to mitigate damage in case those risks occur and formulate action plans to negate the possibility of such risks as far as possible.

Quality assurance analysts study the likelihood of risks both internally and externally.

External risks include changes in economic trends, governmental regulations, changes in customer demands, competitor success, etc, while internal risks include lack of infrastructure, outdated technology, low employee performance, etc.

It is the responsibility of QA analysts to identify standby solutions in case unforeseen events occur and build modules that strengthen the defense of the company against such risks.

7. Reduction of employee attrition.

Quality assurance analysts also deal with the metrics of employee satisfaction.

They have to ensure that employees are happy with their job processes, not only because they are less productive when they are not happy with their job, but also because employee attrition is a huge cost to bear for the company in terms of both time and money.

The reduction of employee attrition is a goal for every organization because a lot of resources go into training and preparing an agent to perform to their full potential, and constantly having to replace agents takes a toll on the productivity of the company.

8. Up-gradations of business processes.

In modern markets, business processes are being revamped very quickly.

With such rapid change coming in from all the quarters, businesses need a dedicated team of professionals to anticipate requirements and suggest relevant up-gradations.

This is where the quality assurance team comes in.

Armed with the right software, quality assurance analysts study the business processes that are currently going on; to understand what is the likely required change shortly.

This keeps the company moving forward, pushes innovation, and ensures that companies can serve their customers even better with each passing upgrade.

9. Expectation management.

Quality assurance analysts act as an interface between the management and the call center employees.

Expectation management is a proactive step to ensure that managers, employees, and customers are all on the same page concerning any given situation so that there is far less chance of anyone party being antagonized by the outcome if things go according to plan.

The QA analysts ensure transparency between the rounds, facilitate communication, and ensure all parties are aware of the risks involved and the possibility of outcomes, etc so that expectations are set more effectively and more realistically.

10. Drawing feedback and checking the quality of maintenance.

The quality assurance team needs feedback from clients to understand their perspectives.

As such, it can formulate reports about employee performance only after taking into account how customers felt about the service they were provided.

Therefore, drawing feedback is a part of the responsibilities of the QA analysts. In addition, they monitor the quality of maintenance provided after a sale has been completed.

This effectively raises the bar for continued support and helps the company keep its customers loyal to the brand.

Analysts determine how agents should stay in touch with repeat customers and deliver the benefits.

The Case Study

Quality control and quality assessment are vital to the sustained success of a company.

This is even more important in the context of providing call center solutions because human interactions stand at the forefront of such operations and their impact can only be measured through extensive analysis.

In addition, quality assessment analysts determine the best plan of action that a company should take by combining the factors of call center software and using their experience of the market to preempt risks that might occur and the most effective solutions to them.

To understand the impact that quality assessment analysts can have in the call center’s operations, let us take an example of Bizrec Solutions, a call center providing telemarketing software solutions for an established organization.

In this case study, we will take a look at the situation that the company was in, what its main challenges were and how the company worked out solutions to overcome those challenges.

We will also take a look at the results of such solutions, and determine whether they were able to implement strategies that benefited their cause.

The Problem Scenario

Bizarre Solutions had been in business for a long time and had always seen steady growth in user base and sales as well as revenue generation.

Over the last two years, however, customer demands were rapidly changing; employees were unable to cope up with a high volume of queries and were thus failing to meet targets, making them unhappy at their job.

The quality of service provided was declining, and the company was looking to bring in reinforcements to help stabilize their sales and revamp their operations to provide better service.

The Challenges

The problems that the company faced are listed below.

1. A lot of the strategies being developed for plans were off the cuff, and hence did not always take into account the real market scenario. This caused a lot of results to be sub-par and the company took a hit.

2. The technology being used was not able to analyze performance and suggest reinforcements. Agents did not have the technical feedback they needed to better their own performance.

3. Agents were largely untrained in innovative and new technology, which left the door open for competitors to take center stage. The most effective solutions could not be provided to clients, causing further damage to their abilities.

4. Owing to the lack of the right tools to work with and the inability to meet unrealistic targets, a lot of employees were looking to leave. Employee attrition rates were very high, causing huge drainage to the resources of the company.

The Solutions

The managers at the company identified that they needed to address these issues immediately to continue prospering. They came up with the following solutions to deal with the problems they were facing.

1. A dedicated team of quality assurance analysts was brought on board to assist with the decision-making, expectation management, employee satisfaction, and risk assessment, among other things.

2. The company decided to invest in the best call center software available so that employees could make data-driven decisions during the conversations, and also take the help of technology in devising their strategies to push sales through.

3. Training modules were introduced to familiarize agents with the latest developments in technology and get them used to the new solutions so that they could serve customers even more effectively.

4. Calls were monitored by the quality assessment analysts, and changes were suggested taking into account the impact they had on the customers’ mindset. This helped agents deliver more value in conversations and generate better connections with the clients.

The Result

The results of this move were overwhelmingly positive.

As soon as QA analysts were included in the decision-making process, the changes began to show.

Customer attrition rates were the lowest over the next year, with sales increasing at the highest rate in a decade.

On top of that, employee attrition was down significantly as well, since the agents had a proper tech to work with and had a clear plan of action laid out for them.

Thus, we see how the introduction of quality assessment analysts can change the face of a business for the better.

In today’s digital world, the correct call center software solutions coupled with experts in implementing them is the formula for success.

Having dedicated personnel to carry out the roles and responsibilities outlined in this article will definitely help your business grow and keep you moving forward ahead of your competitors.