Call centre workers can encounter a number of different problems during their working life, from being sent home early with no pay to the early morning scramble of trying to get a computer. Luckily these two scenarios are quite uncommon in the UK, but some employers won't think twice about sending workers home early if their computer breaks down.
These situations can easily be avoided as most modern companies have processes in place to take care of their staff and stop anything happening which may impact their working life. This could be something as simple as having an IT team on standby to deal with any technical issues or back-up computers that staff can use. Also check your contract to make sure you'll still be paid in the event of having to head home because of technical issues.
Sometimes the contact centre can make mistakes with the roster and workers can be sent home without pay because there aren't any computers left. This can be avoided by the roster being created more effectively, never overbooking staff, but perhaps having a couple on stand-by in-case any staff call in sick or can't make it into work for another reason.
Call centres can also be a horrendous experience for the customer. They can be put on hold for hours, be constantly passed around from one person to the other, or not be effectively assisted. There are a number of ways to rectify this. To avoid keeping customers on hold, it should be worked out at what times the company is receiving the highest amount of calls and more staff can be brought in to cover this time period. This will ensure customer satisfaction and be less stressful for employees as customers are likely to be less aggravated.
Training should be given to workers when they first join the company and this is a great way to ensure customer satisfaction. Employees not only need to know how to man business telephone systems but also how to deal with difficult customers.
These situations can easily be avoided as most modern companies have processes in place to take care of their staff and stop anything happening which may impact their working life. This could be something as simple as having an IT team on standby to deal with any technical issues or back-up computers that staff can use. Also check your contract to make sure you'll still be paid in the event of having to head home because of technical issues.
Sometimes the contact centre can make mistakes with the roster and workers can be sent home without pay because there aren't any computers left. This can be avoided by the roster being created more effectively, never overbooking staff, but perhaps having a couple on stand-by in-case any staff call in sick or can't make it into work for another reason.
Call centres can also be a horrendous experience for the customer. They can be put on hold for hours, be constantly passed around from one person to the other, or not be effectively assisted. There are a number of ways to rectify this. To avoid keeping customers on hold, it should be worked out at what times the company is receiving the highest amount of calls and more staff can be brought in to cover this time period. This will ensure customer satisfaction and be less stressful for employees as customers are likely to be less aggravated.
Training should be given to workers when they first join the company and this is a great way to ensure customer satisfaction. Employees not only need to know how to man business telephone systems but also how to deal with difficult customers.
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Want to find out more about Britannic Technologies, then take a look at their website to find about more about the contact centre
