Common HRM Mistakes in Call Centers and the Ultimate Solution
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Being a coordinator at a call center is anything but stress-free. But this immense stress pushes managers to appoint agents as they wish sabotaging the chances for a smoother operation. If you have the authority to make changes at such an established organization, you should first know the common mistakes to avoid from the human resource management aspect.
Not Understanding the Average Performance of Employees
The perfect scheduling doesn’t go by any rules except for the performance of the employees. Thus, you need to evaluate the capabilities of each employee via various variables assessing their answer durations within specific schedule periods. For example, there can be employees who work the best at the night; deploying them in the daytime will only make them less efficient. Although it is quite a complicated task, this is the most common mistake that makes call centers ineffective.
Poor Prediction of the Forthcoming Workload
There is a rule of thumb that every call center must believe in, history repeats. But workload production based on previous data can be complicated even with the most sophisticated EXCEL mechanisms. But unless the workload is not accurately predicted, your agents will not be able to perform to the extent that the customers expect.
Not Recording Each and Every Call
Thousands of calls could be coming into the call center on daily basis. This raises the concern of the effectiveness of intraday management capacity of the establishment. But there is one more crucial aspect; not recording each and every call. There is no way of knowing how and when a customer will disclose the most vital piece of information that saves millions for the company. Service as proof too, recorded calls are extremely essential in any call center.
Sticking to Conventional Phones
If your call center has still not upgraded to SoftPhones, you’re doing the management wrong. A SIP-based SoftPhone acts as a virtual phone application method that makes making and receiving calls possible. Solutions like these allow you to redirect a single phone call as much as needed until it is answered. This little trick stops thousands of customers from abandoning your business since one agent was too tired to answer a call.
The Ultimate Solution
All the mistakes mentioned above not only can disrupt the success of a call center but are also incredibly difficult to resolve easily. But you’d see how convenient it is to fix all the mistakes by the deployment of the right type of cloud-based WFM solutions. The legendary nimbus hub is probably the market’s first choice that is comfortably dominating the industry as we speak. But why is it so superior?
A few of the most prominent features you’ll find via this solution are as follows; call forwarding via SIP trunk boards, SIP trunk management interface where all the devices where connection status and the type of the device is displayed, the best access control. Since you desire to resolve all the prior mentioned issues, you no longer have to worry about spending a fortune on hardware and software engineers; you can simply outsource your needs to a capable establishment.