Low morale and boredom are like bread and butter in workforce management. As a contact center manager, you want to ensure all agents are at peak performance and the company runs as smoothly and efficiently as possible. But with the ever-changing technology and customer demands, this can be easier said than done.
5 Major Operational Challenges Faced by Contact Centers
Contact centers are one of many businesses that require competitive operational performance and the ability to grow with clients’ needs. You have to move quickly, or your competitors will. Some challenges are unique to the contact center industry, while others share others. A lot of the time, you have to deal with complex issues and resolve them promptly.
Here are five key challenges you may encounter when managing your workforce in the contact center and tips on tackling them.
1. Hiring and Retaining Qualified Agents
Finding the right fit for your team can take time and effort, especially with industry turnover rates. Even with training and loyalty programs, contact centers lose valuable agents because they get bored or need to feel challenged enough by their work or its process. In a survey conducted by the American Contact Center Association (ACCA), 97% of respondents said they were experiencing difficulty filling open positions. More than ever, it’s essential to adopt recruitment strategies to increase retention.
2. Increased Complexity
The current business environment is quite different from 20 years ago. Customers expect an exceptional experience from companies, and they’re no longer satisfied with just one channel or one method of communication to contact them. They want to be able to interact with a company across multiple channels, such as phone, email, or social media. This increased complexity makes it difficult for agents to provide excellent customer service on all channels at all times and impossible for them to deliver consistent results across all 24 hours of the day. Agents also have to deal with increasing complexity due to various factors like new regulations, changing demographics, and technologies.
3. Adhering To Regulations And Compliance
Contact centers must adhere to various regulations, such as those related to data privacy and telemarketing laws. This can be challenging for smaller companies with limited resources and experience dealing with compliance issues. For example, if your contact center is located in Europe, but you are calling US customers, then you need to comply with their laws and yours. You will also have to follow guidelines issued by regulatory bodies such as FTC (Federal Trade Commission), FCC (Federal Communications Commission), etc. These guidelines cover privacy policies, security measures, etc., which are mandatory for all businesses operating in any particular country or region.
4. Adopting New Technology
It’s no secret that technology changes at an accelerated pace. Contact centers must stay on top of these changes to provide their customers with the best possible experience. The challenge here is knowing when to switch from older systems or technologies to newer ones that can offer better functionality or greater flexibility for employees and customers. Staying up-to-date with the latest technology can improve efficiency and enhance the customer experience. However, implementing these updates can come with its own set of challenges.
5. Managing call volumes and customer data
Another major operational challenge contact centers face is managing the volume of calls received. This can lead to long wait times and frustrated customers who may choose another company the next time they need help or advice. Also, with the increase in online shopping and communication, contact centers manage many customer data. This includes securely storing information and adequately handling requests for data access or deletion.
How To Identify Contact Center Problems
Poor customer satisfaction scores may also indicate a problem in the contact center, which can be addressed by actively gathering feedback and implementing changes based on customer needs and suggestions. By identifying and addressing these issues, contact centers can improve their operations and better serve their customers.
Tools To Identify Contact Center Problems
One tool that can help identify problems in a contact center is call monitoring. This involves listening in on calls, taking notes, and analyzing the interactions to see where improvements can be made. Another tool is gathering customer feedback through surveys or focus groups. These can provide valuable insights into areas where the contact center may need to improve. Tracking Key Performance Indicators (KPIs) such as average handling time and customer satisfaction scores can also help pinpoint issues in the contact center. Using these tools and monitoring them regularly can identify and address problems in the contact center for improved performance.
Getting Started with Workforce Gamification
Call center gamification involves incorporating game-like elements, such as points and rewards, into your work processes to boost motivation and engagement in your workforce. Proponents of gamification argue that it can increase engagement and motivation among employees, leading to higher productivity and overall job satisfaction.
Ultimately, whether or not gamification is effective in the workplace is debatable. Before implementing gamification strategies, employers should consider their company culture and individual employee needs.
