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Too Many Call Centers Simply Hope Their Customers Are Happy

By Oliver VanDervoort, Contributing Writer

When it comes to making sure that a company’s call center is successful, there are a couple of different directions that any firm can take. The problem that most companies encounter is that their approach tends to end up with something along the lines of “Do Nothing and Pray.” This approach basically boils down to simply hoping that their customer service approach is actually working. And most of the time this approach has come about because a company didn’t want to spend the money it would take to really understand whether or not the approach is actually working.

Training is one way to make sure that a company’s approach is working. Knowing how to train and then making sure that every employee who works at a specific center has undergone strict training is always going to mean that a company is making the most of its customer service.

Even if there is a good deal of training, a company can run into real problems if it takes the “Do Nothing and Pray” approach. One LinkedIn survey sponsored by Empirix (News - Alert) took the opinions of more than 1,000 international technical professionals into account. This particular survey was looking more to find out how people who work and run call centers deal with getting information from their customers.

The survey showed that a huge majority (68 percent) said that they never test the voice quality of their contact centers. There is very little doubt that poor call quality is going to have a pretty negative drag on customer happiness. The survey also found that companies are more than willing to purchase the top of the line software and hardware, but they simply don’t spend enough when it comes to making sure that the services that hardware and software provide go to good use. More companies are going to need to ditch hoping and praying and start making sure that they are keeping their customers happy.