Resources For You

  1. 5 Essential Marketing Strategies for VoIP Businesses

    5 Essential Marketing Strategies for VoIP Businesses

  2. 5 Technologies Set to Revolutionise Webphones

    5 Technologies Set to Revolutionise Webphones

  3. 5 Unique Types of VoIP Gateways Explained!

    5 Unique Types of VoIP Gateways Explained!

  4. 5 Ways a Cloud PBX System Benefits Remote Work

    5 Ways a Cloud PBX System Benefits Remote Work

  5. 5 Ways SBCs Facilitate Unified Communications as a Service

    5 Ways SBCs Facilitate Unified Communications as a Service

  6. 5 Ways to Optimise ASR To Grow Profitability

    5 Ways to Optimise ASR To Grow Profitability

  7. 7 Additional Important Components of a VoIP Carrier Network Explained

    7 Additional Important Components of a VoIP Carrier Network Explained

  8. 7 Important Factors to Consider When Implementing LCR

    7 Important Factors to Consider When Implementing LCR

  9. 7 Ways to Optimize AHT

    7 Ways to Optimize AHT

  10. 9 Key Functions of an SBC Explained

    9 Key Functions of an SBC Explained

  11. 10 Factors to Consider While Choosing a Webphone

    10 Factors to Consider While Choosing a Webphone

  12. 10 Important Components of a VoIP Carrier Network Explained

    10 Important Components of a VoIP Carrier Network Explained

  13. 10-Point Security Checklist for VoIP Carriers

    10-Point Security Checklist for VoIP Carriers

  14. 10 Tips For Effective Implementation of LCR

    10 Tips For Effective Implementation of LCR

  15. 10 Webphone Features that Benefit Your Business

    10 Webphone Features that Benefit Your Business

  16. An Out of the Box Telecoms Network

    An Out of the Box Telecoms Network

  17. Are Call Centers Still Relevant in 2023?

    Are Call Centers Still Relevant in 2023?

  18. Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

    Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

  19. Call Center vs Contact Center - Understanding the Differences

    Call Center vs Contact Center - Understanding the Differences

  20. Choosing SIP over TCP,TLS and UDP in 2022

    Choosing SIP over TCP,TLS and UDP in 2022

  21. Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

    Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

  22. Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

    Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

  23. Comprehensive Cloud Softswitch Documentation

    Comprehensive Cloud Softswitch Documentation

  24. ConnexCS expands AnyEdge SIP Load Balancer to India

    ConnexCS expands AnyEdge SIP Load Balancer to India

  25. ConnexCS for Africa

    ConnexCS for Africa

  26. ConnexCS WebPhone SDK Connector

    ConnexCS WebPhone SDK Connector

  27. Discover the Different Types of NAT: An Essential Guide for Network Administrators

    Discover the Different Types of NAT: An Essential Guide for Network Administrators

  28. Discussing the Future and Top 9 Benefits of WebRTC

    Discussing the Future and Top 9 Benefits of WebRTC

  29. DNO And DNC Lists - Everything Carriers Should Know

    DNO And DNC Lists - Everything Carriers Should Know

  30. Email and SMS Alerts

    Email and SMS Alerts

  31. Employers' Guide to Winning at Remote Work

    Employers' Guide to Winning at Remote Work

  32. Exploring the Top 10 Types of Web Phones in 2023!

    Exploring the Top 10 Types of Web Phones in 2023!

  33. False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

    False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

  34. Far-End NAT Traversal - An In-Depth Guide

    Far-End NAT Traversal - An In-Depth Guide

  35. Feature Releases for June 2024

    Feature Releases for June 2024

  36. From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

    From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

  37. Get Your FCC Registration Number in 5 Easy Steps!

    Get Your FCC Registration Number in 5 Easy Steps!

  38. How to Build Your API on ConnexCS

    How to Build Your API on ConnexCS

  39. How to Build Your Own Dialer (BYOD) – Part 1

    How to Build Your Own Dialer (BYOD) – Part 1

  40. How to Establish a VoIP Interconnect in 10 Easy Steps

    How to Establish a VoIP Interconnect in 10 Easy Steps

  41. How to Get Operating Company Number (OCN) in 4 Easy Steps

    How to Get Operating Company Number (OCN) in 4 Easy Steps

  42. How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

    How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

  43. How to Improve CX? Ensure your Call Center Agents are Happy!

    How to Improve CX? Ensure your Call Center Agents are Happy!

  44. How to Prepare for a VoIP Network Security Audit

    How to Prepare for a VoIP Network Security Audit

  45. How to Properly Prepare for Setting up a VoIP Interconnect

    How to Properly Prepare for Setting up a VoIP Interconnect

  46. How to Register for the Robocall Mitigation Database: A step-by-step guide!

    How to Register for the Robocall Mitigation Database: A step-by-step guide!

  47. How to Successfully Implement LCR is 5 Easy Steps

    How to Successfully Implement LCR is 5 Easy Steps

  48. How Using Web Phones Can Benefit These 10 Industries?

    How Using Web Phones Can Benefit These 10 Industries?

  49. Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

    Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

  50. Introducing ConnexCS WebPhone

    Introducing ConnexCS WebPhone

  51. Introducing ConneXML - The Best TwiML Alternative

    Introducing ConneXML - The Best TwiML Alternative

  52. Introducing Smart CLI Select - An Effective Way to Improve your ASR

    Introducing Smart CLI Select - An Effective Way to Improve your ASR

  53. LTE vs VoLTE: Diving Into The Differences

    LTE vs VoLTE: Diving Into The Differences

  54. Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

    Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

  55. Populating Our Support Area With Cloud Softswitch Video Guides

    Populating Our Support Area With Cloud Softswitch Video Guides

  56. Predictive Dialler vs Progressive Dialler - Understanding the Differences

    Predictive Dialler vs Progressive Dialler - Understanding the Differences

  57. Preview Dialler vs Power Dialler - Understanding Top 5 Differences

    Preview Dialler vs Power Dialler - Understanding Top 5 Differences

  58. Rate Card Profit Assurance

    Rate Card Profit Assurance

  59. Redundant Redundancies (Backups of backups)

    Redundant Redundancies (Backups of backups)

  60. Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

    Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

  61. Scalability – Grow at Speeds That Suit You

    Scalability – Grow at Speeds That Suit You

  62. ScriptForge – Javascript Routing

    ScriptForge – Javascript Routing

  63. Simplifiying our Softswitch Pricing

    Simplifiying our Softswitch Pricing

  64. SIP 101 - The Best Guide of 2022

    SIP 101 - The Best Guide of 2022

  65. The 3CX Supply Chain Attack - Understanding Everything That Happened

    The 3CX Supply Chain Attack - Understanding Everything That Happened

  66. The 5 Best Strategies for Mitigating Robocall Scams

    The 5 Best Strategies for Mitigating Robocall Scams

  67. The Anatomy of Robocall Scams

    The Anatomy of Robocall Scams

  68. The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

    The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

  69. The Best Multi-POP Cloudswitch

    The Best Multi-POP Cloudswitch

  70. The Essential Guide to Business Continuity Plans for VoIP Carriers

    The Essential Guide to Business Continuity Plans for VoIP Carriers

  71. The Essential Guide to Implementing STIR/SHAKEN

    The Essential Guide to Implementing STIR/SHAKEN

  72. The Ultimate Guide to STIR/SHAKEN

    The Ultimate Guide to STIR/SHAKEN

  73. Timeout Protections (SIP Ping, SST)

    Timeout Protections (SIP Ping, SST)

  74. TLS and 2FA Security on the ConnexCS Platform

    TLS and 2FA Security on the ConnexCS Platform

  75. Top 5 Alternative Marketing Strategies for VoIP Businesses

    Top 5 Alternative Marketing Strategies for VoIP Businesses

  76. Top 5 Call Center Challenges and How To Overcome Them

    Top 5 Call Center Challenges and How To Overcome Them

  77. Top 5 Important Types of VoIP Gateways Explained

    Top 5 Important Types of VoIP Gateways Explained

  78. Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

    Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

  79. Top 9 Indicators that Help You Identify a Bad Carrier

    Top 9 Indicators that Help You Identify a Bad Carrier

  80. Top 10 Points of Differences Between a Traditional and VoIP Carrier

    Top 10 Points of Differences Between a Traditional and VoIP Carrier

  81. Top 10 Types of Robocall Scams Explained!

    Top 10 Types of Robocall Scams Explained!

  82. Top 10 VoIP Vulnerabilities You Must Know About

    Top 10 VoIP Vulnerabilities You Must Know About

  83. Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

    Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

  84. Understanding Network Address Translation (NAT) - A Beginner's Guide

    Understanding Network Address Translation (NAT) - A Beginner's Guide

  85. Understanding the 9 Key Objectives of a VoIP Network Security Audit

    Understanding the 9 Key Objectives of a VoIP Network Security Audit

  86. Understanding the Complete Scope of a VoIP Network Security Audit

    Understanding the Complete Scope of a VoIP Network Security Audit

  87. Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

    Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

  88. Understanding VoIP Anycast Load Balancing

    Understanding VoIP Anycast Load Balancing

  89. Understanding What a PBX System is and How it Benefits Your Business

    Understanding What a PBX System is and How it Benefits Your Business

  90. VoIP Carrier Network Components - Understanding Session Border Controllers

    VoIP Carrier Network Components - Understanding Session Border Controllers

  91. VoIP Carrier Network Security - How to Conduct Security Audit?

    VoIP Carrier Network Security - How to Conduct Security Audit?

  92. VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

    VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

  93. VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

    VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

  94. VoLTE - An Evolution in Voice Communication

    VoLTE - An Evolution in Voice Communication

  95. WebPones Explained: Understanding Web-Based Telephonic Communication

    WebPones Explained: Understanding Web-Based Telephonic Communication

  96. WebRTC 101 - The Best Guide for Beginners

    WebRTC 101 - The Best Guide for Beginners

  97. What Are SIP Traces - A Beginners Guide

    What Are SIP Traces - A Beginners Guide

  98. What Are The Top 10 Essential Call Center KPIs?

    What Are The Top 10 Essential Call Center KPIs?

  99. What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

    What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

  100. What is a Contact Center and Why Does Your Business Need One?

    What is a Contact Center and Why Does Your Business Need One?

  101. What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

    What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

Top 5 Call Center Challenges and How To Overcome Them

Call Centers are still the frontline of customer service operations for the majority of businesses worldwide. This makes them the most important customer-facing department for any business.

They also play a major role in creating and managing great customer experiences for existing and potential customers alike.

However, there are a lot of challenges the Call Centers have to face. Some of these challenges are due to changing technology while some are due to changing customer needs and expectations.

Considering all of this, it is important to ensure your Call Centers run properly and perform at the best level at all times. Therefore, it is important to know the top challenges for call centers and how to overcome them.

We will address the top 5 challenges a call center has to face and also explore their solutions. Let’s begin then, shall we?

Top 5 Call Center Challenges and Their Solutions

The best way to improve and sustain your call center’s performance is by knowing, understanding and overcoming all the top challenges.

1. Poor Customer Satisfaction / Experience

Poor Customer Satisfaction

Ensuring Customer Satisfaction and a good Customer experience are the main objectives of any call center.

US firms lose almost $62 billion every year due to poor customer service. On the other hand, customer spending increases by almost 140% following a positive customer experience.

Considering these facts, it becomes clear why you need to pay attention to customer satisfaction and a good customer experience.

Multiple factors such as long wait times, no problem resolution, dull agent responses, etc. plague customer satisfaction levels and customer experience.

These issues are common across different industries and hence there are a lot of viable solutions to tackle these.

Solution

To tackle the issue of poor customer satisfaction and experience, you need to begin by measuring and assessing your performance.

When it comes to customer satisfaction and experience, there are important metrics such as Average Handle Time (AHT), Net Promoter Score (NPS), Customer Satisfaction (CSAT), Average Speed of Answer (ASA), Abandonment Rate, etc.

Measuring these will give you a better understanding of your performance. With these insights, you will identify all the areas of improvement.

As every metric assesses a different area of performance, you will have ample opportunities to improve customer satisfaction levels and experience.

The tricky part is choosing the right performance metrics. Experiment a bit and go forward with a set of metrics that yield the best performance for you.

2. High Agent Attrition Rate

High Agent Attrition

Corporations and Businesses were pushed into a great state of panic in early 2021. A record number of people started handing out resignations and the numbers are still rising. The entire phenomenon was dubbed The Great Resignation.

Historically, the attrition rate for call centers has always been high around 25% to 30%. It's unclear whether it was the Great Resignation or some other factor but the attrition rate for call centers has shot up to 65% in recent times.

Working in a call center is pretty monotonous. There are also long work hours, low pay and a lack of career growth opportunities. It’s obvious why so many employees hop jobs.

This is a big problem for a workforce-dependent business such as a call center. However, there are ways to tackle it.

Solution

The main change you need to bring in is with regard to the working conditions. Long hours of monotonous work are demotivating. Gamification of operations can help alleviate the tedious nature and make work fun.

You should also have clear career paths. Further training and upskilling opportunities will encourage agents to stick to the organization. With ample opportunities for career progression, agents will look forward to working with the organization in the long term.

Providing appropriate recognition and rewards for good performance is another necessary bit that can prevent attrition.

Offering competitive pay and benefits is a sensitive topic as most call center owners and managers don’t wish to increase operational costs. However, hiring new agents and training them is also an expensive affair.

Diverting those resources towards paying more to your existing agents can help drive down attrition and provide stability.

3. Low Agent Morale

Low Agent Morale

Having unhappy agents is the fastest way of throttling your call center’s performance across the board. The very nature of the job the agents have to perform lowers their morale significantly.

Monotonous, long working hours and dealing with dissatisfied, rude and angry customers day in and day out. Doesn’t sound like an environment that would have you being your day cheerfully, right?

Furthermore, agents are expected to greet every customer in a cheerful and upbeat manner throughout the day. This can become emotionally taxing for them.

The absence of an incentive, be it material or emotional, makes the job more difficult for the agents to carry out.

As a result, you have a workforce with low morale and thus, your call center performance continues to be below average.

Solution

First and foremost, your main objective is to break the monotony. This can be done in multiple ways.

The agents mostly interact with the customers during work. This cycle needs to be broken regularly to encourage interaction between agents.

If your call center manages additional functions such as telemarketing or sales, you can shuffle agents between these operations. This will help break the monotony and allow them to diversify their skill set.

Supervisors and Management should also interact with agents as it positively affirms their contribution. Small talks and casual conversations between superiors and agents help instill a sense of belongingness in agents towards the firm.

Have a reward system in place to incentivize good performance and improvements. Let the agents choose what type of reward they want. Celebrate their wins!

4. Complicated Tech Stack

Complicated Tech Stack

The use of technology has certainly enabled businesses to make better and more profitable decisions. However, just like everything else, too much technology can negatively impact your performance.

In hopes of further improving their bottom line, businesses employ too many technological systems to aid their decision-making and business operations.

This means every agent has to learn all the technological systems and somehow find a way to maximize the utility of each. This at times becomes a very complicated process and lowers agent productivity.

There is the possibility of some systems having a steeper learning curve. Your agents will either spend a lot of precious time learning these systems or not make use of these systems at all. Either way, it's adding unnecessarily to your operational costs.

Solution

A simple solution to this problem is to only use the technological systems that are operation critical. Limiting the use of technology can drastically reduce the time wasted by agents in learning them. This also means you won’t have to spend on acquiring them.

In case you still want to make use of technology, opt for systems that work well together. A lot of CRMs and data analytics tools natively integrate. This makes the job of an agent easier.

Most systems also offer custom APIs to integrate their functions with your tech stack. With this approach, you can have everything work together.

Moreover, only opt for systems that add real value to your business. This could be in the form of additional revenue, productivity or cost saving.

Test all the systems before you make a purchase. Ensure the system is suitable for your operations and workflows. Opting for user-friendly systems will save you additional time.

5. Subpar/Unreliable IT Infrastructure

Unreliable IT Infrastructure

No matter the reason, the flow of calls should never stop for any call center. It's like asking a restaurant to earn profits when the kitchen is closed.

The IT infrastructure deployed by a call center is the most critical component for business operations. Without it, there are no calls and without calls, there are no profits.

Network outages and IT infrastructure failure are common scenarios for any tech-based business. The average downtime costs $2300 per minute in lost revenue for any tech business. The problem is that these risks cannot be eliminated.

Your ISP, power, servers, human error, etc. are all single points of failure. While you cannot eliminate these, you can minimize the chances of failure.

Solution

You can create a smart set of redundancies for your IT infrastructure to ensure high resilience and availability. The only issue here is that deploying these measures is not only time-consuming, and complex but also adds to your operational costs.

If the increase in additional operational costs is less than what an outage might cost you, it’s a win for you. However, that may not be the case for everyone.

So what else can you do? You can opt for Connex Carrier Services!

Our systems enable you to have near-zero downtimes and minimal outages. How? Our system architecture is designed to be highly available. We have multiple redundancies in place and we also utilize AnyEdge (Anycast) Load Balancing.

As we’re entirely cloud-based, you enjoy a lot of advantages by opting for us. You can scale your operations quickly and even scale down if necessary. You also eliminate the need for hiring experts to manage and run your servers.

This frees up time and resources for your business which you can utilize to grow it!

Conclusion

Running a business means being always up for facing and overcoming challenges. A lot of things change in the market and within the firm that can create challenges for your business.

Thus, finding the best solution becomes imperative for the existence of the business. The world of call centers and customer service can be particularly tricky to navigate. We hope the problems we discussed and gave solutions to will make your task easy!

What other common problems would you like us to find solutions to?