Running a contact centre can be tough and a real challenge, so it is always good to know you are not alone.
However, tapping into our teams experience in running and managing a contact centre operations over the past 25+ years, we thought we’d highlight the top 4 common contact centre challenges seen in centres today:
- Call Duration – this isn’t talking to agents about AHT, but inefficient process resulting in higher AHT is still an issue for many. Agent knowledge/competence could be part of the solution, however so could appropriate automation.
- Repeat Contacts – whether intentional (process requirement) or unintended as a result of unclear information these contribute to:
- Cost to serve
- Customer retention
- Agent frustrations
- Improve Service Levels – in recent years average speed of answer has increased, queries have become more complex and recruitment has become tougher!
- Understanding The Possibilities – Technology is evolving at pace and as a result it can be hard to understand the art of the possible. The CCP network has >120 technology and >220 outsource partners – so there’s plenty of options to find the right fit.
Are you facing similar challenges within your contact centre? Not sure where to start when it comes to finding the right fix? Weel look no further than CCP, we are here to provide both generous and equitable advice when it comes to your customer contact operations.
Click here to contact the team today.
