If your business deals with managing high call volume and needs to use a call center to meet demand, you might be familiar with some of the headaches that can come along with it. Depending on who is managing the facility, you may run into a variety of call center challenges. Many of these stem from poor customer care recruitment and a lack of operational experience in this area.
At Conectys, we have more than 2,000 seats across our nine (and counting) global locations, so we can confidently say we understand the business of effectively managing call centers and first-class customer service programs. So, we want to share with you some of the most common mistakes we’ve seen in call centers, and some ideas for how to remedy them.
When we’re in the early stages of a relationship with a new client, we almost always reach a point where the client asks: “What will be your responsibility, and what will be ours?” Our new clients are eager to learn about what our role of strategic partner looks like at a functional and operational level, and it’s important to spell this out clearly in order to have a successful BPO business partnership.
When you’re in the hospitality industry, you pretty much have no choice but to have a multichannel marketing strategy. After all, someone who is upset about their hotel room might complain to you via email, while another guest may go to your website’s chat feature to sort out a question they have. Another person could call to address their questions, and yet another might share an Instagram picture with their friends about how incredible the service of your airline was. There are nearly endless options today for people to interact with brands, and hospitality is one industry that has to use them all in order to be relevant and meet consumer expectations.
If you’re like most support operations managers, your time is stretched thin. Not only does the buck stop with you in terms of customer experience and overall quality, but you also have to execute on your CEO’s ideas and cut costs wherever possible. When your capacity is being exceeded, it might be time to call in help - and one of the best areas to outsource for help is in technical support.
But in order to get the best outcome with business IT outsourcing, there are five essential components you’ll need to get right. Here are our tips to make you successful in your BPO engagement.