Answering Service Woes Continue

Answering service providers have to contend with a common grievance more often than not

. Their main challenge lies in being able to provide phone answering facilities to the callers round the clock. Working with multiple shifts for the call center agents may solve the problem of manpower. However, the pet peeve that continues to threaten the positive vibe about any inbound call center service is the fact that phone lines still play the much irritating busy tone. It's still quite difficult to work your way through to a BPO agent who can answer your question and solve your problem. Here are some problems that are still part of the BPO telephone answering service:

1. Hold Time: The hold time of the answering service is still a common problem for call centers. The hold music gets on the nerves of the caller! Even if the number is a toll-free one, the caller becomes edgy holding on to have some phone answering agent come up and take the call. The hold time can also force the caller to abandon the call and hang up. The obvious way to solve this problem is to have the inbound call center agent come on line in the quickest possible time. A back-up method would be to ask the outbound call center agents to follow up on all the calls that they have missed because the lines are busy. That would show that your company cares for the calls made to your telephone answering service.

2. Ignorance: Believe me that this is true: some answering service agents are not actually aware of the information! They mumble their way through technical questions or beat about the bush or divert the customer's query. This is bad for the phone answering service. The callers don't really want their valuable time to be wasted by agents who don't know about the very product/service that they are selling. BPO units must take extra care about this rather rampant inbound call center trouble. Only trained and well-informed agents can take calls. This will ensure that agents don't play the passing game and delay the caller. Nothing frustrates the caller more than being pushed from one agent to another.

3. Too Much Talking: Inbound telemarketing agents often talk too much. Instead of listening to the caller's problem, they go off on a tangent, explaining stuff that the caller may not need in the first place! Hard selling is fine, but you also have to allow the caller to talk. Solve the problem and then try to sell them something else. Or better still, move to the next call and leave the outbound call center team to make telemarketing calls. Every agent in the call center is assigned a designated role. Trying to overstep that only makes you open to make mistakes in your primary role. Once all the cubes fall in place, the puzzle of the call center services would look and feel complete. There can be no doubt in the fact that empathetic listening does more for the inbound call center team than other soft skills.

Answering Service Woes Continue

By: jems hug

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