Your call center services are one of the most significant ways your customers interact with your business. So, what happens when they pick up the phone and get your answering service? Ideally, their customer service experience exceeds expectations, their issues are resolved, and their questions are answered. However, if your call center services are frustrating and cumbersome for your customers, it can lead to bad reviews, hurting your company’s reputation. So, which call center mistakes are the most irritating for customers?
Which Call Center Service Mistakes Can Hurt Your Business Overall?
Long Queue & Hold Times
Many call center services make the mistake of having extremely long wait times to speak with a representative, making customers even more frustrated and feel like their issue isn’t being taken seriously. This means customers may hang up the phone before they even have a chance to speak with a representative.
Passing Callers Around
All the customer wants is to be able to speak with someone who can help them quickly and easily. When representatives transfer customers to different departments, it reflects poorly on the company, suggesting that nobody understands the problem or can help.
Asking Callers to Repeat Themselves
In addition to being annoyed from being transferred to different representatives, it is even more irritating to have to re-explain yourself repeatedly. While it could just be your agents figuring out who is the best person to help with this question, it can give the impression that nobody truly listens to the customer. If your call center services don’t have the software for your agents to access the customer’s information immediately, you should consider upgrading your system or hiring answering services.
Directing Customers to the Website
While you may think it’s helpful to direct clients to your website to troubleshoot issues on their own, if they’ve already decided to contact your call center services for help, they’ve probably already browsed your site and couldn’t find the information they needed. Meaning a message like this could be more irritating or condescending than helpful. If this is still part of the script you have for your representatives, we recommend removing this immediately.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.