Evidence further revealed that the increased disruption and poor service led to an even worse experience for the caller thus trapping the business in a costly cycle of stretched resources, poor service and unhappy customers.
It was highlighted that if a customer contacts a call centre and has their enquiry dealt with effectively and with good customer service, then the call ends and the customer is satisfied. If on the other hand the customer received poor service, then chances are they will need to contact the call centre again, possibly numerous times to effectively resolve their issue.
A possible longer term result of this, if the customer service issue is not rectified, is that after the period of stretched resources and deceivingly high call volumes, the existing customers start to decline and the call centre would ultimately be forced to reduce in size, if the focus is not on new business, leading to redundancies and poor staff morale which in turn could breed further poor service and a difficult working environment from which to recover.
Obviously this will not apply to all call centres’ reporting job losses but it is certainly worth bearing in mind for any businesses thinking about call centre outsourcing.
A spokesperson from CallCare247.com, a leading outsourced call centre in London, commented on the research
“We understand that some call centre companies are getting poor reviews of service. However, we ensure all of our call centres deliver the level of excellence which any business of whatever size or nature would expect. I believe our high standards to be a key factor in our success. This includes continually reviewing the service with each client so that the company’s changing requirements are understood and met.
The staff we have at our call centres are of key importance to us. Staff are trained regularly and must meet minimum competency criteria before being placed in the operator role and we perform regular audits on staff and systems and carry out regular call monitoring to ensure a consistently high level of customer service. All of the operators are friendly, professional, and answer each call based on the individual requirements of your business to create the best image for your company.”
They went on to say that "More and more companies nowadays are outsourcing this part of the business, the telephone answering side of service, whether completely or in part. Knowing what to look for in a call centre is essential. Sustained and strong communication channels held via regular meetings is one important factor. If you are not communicating with your call centre, how do they know how to best serve your callers and customers if there has been a change in your business or the type of enquiries you receive? The call centre should also work hard to maintain this business relationship."