The Top Ten Call Centre Problems housing benefit calculator cardiff

According to benchmarking firm dimension data, the average annual absence rate in contact centres across the globe is 11%. To the layperson, this might not seem particularly high. But the stark reality is that a 100-seat contact centre with 11% absenteeism will only have an average of 89 seats occupied at any one time.

Unsurprisingly, a shortfall of this magnitude can have a huge impact on quality of service. Because there are fewer staff available to handle customer interactions, wait queues tend to increase and agents are put under pressure to spend less time on each call. Over extended periods of time, absenteeism can impact on staff morale and may even foster similar behaviour in those left to ‘carry the can’. 2. Staff attrition

High staff turnover can, as outlined in the introduction to this article, negatively impact on call centre quality because every time a trained agent leaves, fewer are on hand to ensure an optimum level of service.Housing benefit calculator cardiff

In addition to this, there are heavy costs associated with recruiting, hiring, training and developing new staff – not to mention the costs associated with the dip in productivity that is inevitable as new recruits battle to get up to speed. 3. Agent engagement

At one extreme, call centre work can be monotonous due to the highly repetitive nature of the job; at the other, it can be stressful, thanks to the seemingly impossible targets and strictures that some organisations place upon their staff.

Research from dimension data shows that the volume of call centres planning to up-skill their agents increases year on year. However, less than a third actually define a career development path for any of their staff.

The impact is clear: organisations risk losing their best people if they cannot provide adequate career opportunities.Housing benefit calculator cardiff talented staff might also become demotivated and stop working to the same high standards they achieved previously. 5. Mandatory cost-cutting

Tight budgets have been a perennial problem for call centres, thanks to the high costs associated with staffing them. However, the issue has burgeoned in recent years against a backdrop of global recession. In many cases, senior executives no longer regard call centre efficiency savings as a ‘nice to have’; instead, they are demanding them as standard.

This is particularly relevant to public sector call centres, which are often now being asked to slash their budgets by 25 per cent, in line with central government targets. 6. Poor first-call-resolution rates

First-call resolution (FCR) is widely regarded as the single most important facet for achieving customer satisfaction in the call centre.Housing benefit calculator cardiff however, as today’s customers tend to ring with increasingly complex queries, it isn’t always possible to provide an immediate answer.

In an in-house environment, this can lead to frustration for both managers and front-line staff. And in the outsource arena, it can cause clients to question the third party’s capabilities. 8. Poor integration

Today’s contact centres are awash with software, ranging from predictive diallers, CRM databases and workforce management tools, through to sales order processing platforms, credit card security applications and automated voice response systems.

As ben dale-gough, site operations manager at insurance contact centre operator domestic & general (D&G) puts it: “with a variety of different vendors and products, contact centre agents can be working with more than ten different software systems.Housing benefit calculator cardiff each application is designed to perform a specific task such as data capture or outbound dialling, [and] with many in use at once, the job [becomes] far more complicated. Agents often find it tricky to tackle the maze of different systems which has detrimental effects on their work.” 9. The proliferation of communication technologies

The way we communicate has changed massively over the past 20 years. Today, consumers don’t just use the phone or white mail to get their message across; they make themselves heard through email, text and infinite social media channels such as facebook and twitter.

Because consumers are using these mediums to communicate in their personal lives, it is inevitable that they now expect to be able to conduct their business interactions in the same way. The problem, of course, is that call centres struggle to keep up.Housing benefit calculator cardiff they have difficulties identifying which channels they should focus on, and often don’t have the people resource available to manage the different channels effectively. 10. Customer churn