There’s a saying that life is a continuous experience of learning; you’re never at a journey’s end, and there will always be room for improvement. The statement holds when running a business, especially a contact center. After all, even with an excellent training program and high-performing agents, your workforce may still be making mistakes that could impact your bottom line and reputation.
Not all errors and oversights will be obvious. However, it may result in lost returns, legal liability, and poor consumer experience. This post will discuss common contact center pitfalls and how you can steer clear of them.
Table of Contents
Not Investing In The Right Tools
Every trade or field requires tools, and contact centers are no exception. Unfortunately, however, there are many times when companies will forgo the acquisition of the right ones in an effort to save money and generate higher returns, only to get the opposite of the intended effect. For example, those who adopt manual practices instead of implementing an auto-dialing system won’t just fail to function optimally, but they’ll also open themselves up to mistakes that could compromise their TCPA compliance.
The importance of maintaining compliance with TCPA guidelines cannot be overstated because it can lead to loss of revenue and irreparable damage to the company’s image. Whether it’s avoiding contacting DNC numbers, ensuring calls are made at the appropriate times, or using the right scripts, the right tools can help you out. For this reason, you must always invest in the tools your contact center requires. You may have to spend a bit more money, but you’ll make it back in your operations’ increased productivity and revenue.
Being Inconsistent With Your Approach
Consistency in responsibilities and attitude is an integral quality of good leadership. Regardless of the situation, you need to demonstrate a positive approach and hold your principles and values. Moreover, predictability is important regarding your responsibilities and what you hope to accomplish. If not, there’s a good chance that your decisions will negatively impact the performance of your employees. It may even dishearten and discourage them, resulting in higher turnovers for your company. So always try to be consistent.
Failure In Self-Awareness
Another contact center mistake that so many make is operating under the assumption of being above reproach. The reality is that nobody is perfect, and mistakes can and will happen. So there will always be something to learn, and everyone from management down to the agents must remain open to this idea. One way of improving self-awareness is with the implementation of anonymous feedback for agents and managers. Then, whether on a quarterly or monthly basis, start formal review processes so they can hear the input of their peers.
Not Acknowledging Performance
While everyone works for a paycheck, it takes more than that to get the most out of your employees. They also need to feel appreciated and empowered if they’re going to continue working hard. This can be as simple as noticing the small things they do well or rewarding them for meeting their KPIs. Don’t take this for granted, as it will make a difference.
Conclusion
Mistakes may happen, but they’re also caused. Unfortunately, a single error can have massive repercussions on the business when it comes to contact centers. By avoiding those mentioned above, you’ll be able to set your company up for success.