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Common Complaints in Call Centers

Posted on September 23, 2015 | 1 Comment on Common Complaints in Call Centers

An ounce of prevention is worth a pound of cure. One way to improve call center services is to identify common problems or complaints against call centers and address them in advance in order to prevent these complaints from ever occurring. Hereunder are common complaints which managers can deal with in advance.

Operators working from a script, which make agents sound robotic, impersonal and insincere. Scripts serve only as an outline to guide agents of what to say. Managers should emphasize to agents that they should speak more natural, spontaneous and be more conversational instead.

Incompetent agents. In most cases, agents are incapable of processing customers’ requests effectively. Agents should be well trained and skilled to handle common problems of customers before they are place on the live floor.

Language and accent problems. Some call centers pretend that their agents are based in America. Call centers should provide transparency if calls are directed overseas so that customers do not feel deceived or fooled.

Excessive waiting times to be connected to an operator. Call centers should effectively identify the time when there are many calls so that they can add more agents to answer calls. It is really frustrating on the part of customers when it takes time to be connected or to have an available agent. For customers, all inquiries are urgent which is precisely why they call.

Requiring the caller to repeat the same information multiple times. Call center companies should devise ways to verify customer information instead of asking caller to repeat same information multiple times. This is rather annoying on the part of caller. Moreover, some calls such as inquiries do not need very personal information about caller because they want to protect their privacy.

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Comments:1

  1. Anonymous Reply
    17/07/28

    I want to complain the staff crew in ministop justinville bacoor cavite.. i am writtng this complaint because i am not satisfied on their service tonight july 28,2017.. this two crew (didnt see see their names but if you look at their DTR 10:20 pm) this male and female on duty is not giving a good service.. i want to buy a two piece fried chicken but there is only one chicken left in the display section.. i kindly asked the male crew if there’s an available fried chicken and he answered its nit yet ready to display but i saw a bunch of cooked chickens in their kitchen cooking area.. and on that time my friend bought one piece chicken and the crew went to the kitchen and get one piece for my friends order.. then i asked again if can they display those chickens? they said no its not yet ready.. if not? then why they took one and give it to my friend?

    THIS SERVICE IS SO AWFUL.. I WANT SOMENACTION ABOUT YOUR CREWS ON THAT BRANCH.. I WANT THEM TO BE TERMINATED AT ONCE BECAUSE YOU NIT BOUND TO GIVE GOOD SERVICE TO YIUR CUSTOMERS.. IF YOUR COMPANY WILL NOT DO ANYTHING ON THIS MATTER I WILL POST YOUR STORE AND ASK COMPLAIN TO DTI, BFAD AND OTHER GOVERNMENT AGENCIES WHO WILL HELP ME FORCLOSE THAT STORE BECAUSE YOUR NOT A GOOD STORE FOR CUSTOMERS..

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