Call centres in India<\/a> often complain of inefficient scheduling, issues with first come first serve call routing, random call quality monitoring, etc.<\/p>\nKeeping an eye on such shortcomings, businesses can improve their habits further improving sale opportunities. It is tough to stand amid high rising competition where different call centres are repetitively offering splendid services. Thus, to retain service quality and avoid any threat to customer gratification, it is vital to unfollow some bad habits.<\/p>\n
Check out as we list some habits that call centres need to avoid for splendid customer support:<\/h2>\nRouting calls inappropriately<\/h3>\n
Call routing based on a first come first serve basis is not a good practice when we talk about results. Call centres generally route calls as they come. However, routing anonymously to any agent cannot assure excellent customer satisfaction.<\/p>\n
For example, the calls of a technical query when routed to a new agent cannot deliver optimum satisfaction to the customer\/prospect. It is vital to route calls accordingly to an expert. This is the reason, the bad habit of call routing based on first come first serve basis needs to be abolished.<\/p>\n
To integrate good practice, route calls based on expertise and call type. A technical call should be routed to a tech-expert, while a non-expert agent can easily deal with a normal query.<\/p>\n
Wasting too much time on information selection<\/h3>\n
Asking the customers\u2019 ID, and other personal details should not be too much time-consuming. Since too much time on personal details frustrates the prospect, it is thus considered a bad practice. To avoid attrition due to such circumstances, call centres need to avoid indulging in such practices.<\/p>\n
Asking too many questions to the prospect initially can irritate them leading to attrition. Thus to avoid losing prospects, it is essential to avoid asking irrelevant questions repeatedly. Such repetitive question is a question on credibility, as prospects find it wrong when they are not answered early.<\/p>\n
Call centres in India stress upon the fact that asking too many questions lead to degraded satisfaction levels. It says that every BPO should train its agents over a hassle-free and swift collection of contact information. Taking too much time to question prospects is not only harmful but is a threat to the business brand image.<\/p>\n
Monitoring random calls<\/h3>\n
Call centres that monitor random calls and take a decision are not that successful. It is evident that the calls monitored randomly have less probability of bringing efficient results.<\/p>