You are not the only who has a bad experience in the answering service calls. If you go by the ILO report, the ones answering your call doesn’t have a good time either! Yes, the dissatisfaction among the phone answering agents is as much as the callers who they talk to.
The inbound call center is always under pressure to perform. In fact, if you interpret the data on hand, you will know that the erratic call center services are not the faults of the call center agent alone. They have to answer a designated number of calls on a daily basis. Failure to meet the target is considered incompetence and lower appreciation for the employees.
The targets for the inbound call center team are not moderate, by any sense of the term. They are steep and require continued efforts on the part of the answering service agent to hit home. They have to jump from one call to another with very little respite in between. The stress of the workplace gets reflected in the calls that they receive.
Moreover, the need to keep reiterating the same drill on all the calls that they receive gets to them. No one likes to work routine and it’s no different for BPO agents. Innovation in phone answering is a strict no-no because the managers are not willing to cut the agents loose.
The inbound call center is always under pressure to perform. In fact, if you interpret the data on hand, you will know that the erratic call center services are not the faults of the call center agent alone. They have to answer a designated number of calls on a daily basis. Failure to meet the target is considered incompetence and lower appreciation for the employees.
The targets for the inbound call center team are not moderate, by any sense of the term. They are steep and require continued efforts on the part of the answering service agent to hit home. They have to jump from one call to another with very little respite in between. The stress of the workplace gets reflected in the calls that they receive.
Moreover, the need to keep reiterating the same drill on all the calls that they receive gets to them. No one likes to work routine and it’s no different for BPO agents. Innovation in phone answering is a strict no-no because the managers are not willing to cut the agents loose.
0 comments:
Post a Comment