5 common call-center problems


5 common call-center problems

How do you measure performance for call center agents?

Last year, more than half (57%) of America’s customers have have hung up their phones in frustration— their complaints still unresolved*.

Something is wrong with how call centers are addressing their customers

We outline 5 such somethings. And then explain how
Small businesses can work around these:

Problem 1:It’s taking too long to get to a live person.

You’re already mad at being put on hold. But when that automated voice keeps returning, asking you to dial in yet another number, you really lose it. And you’re not alone. Far from it: Three-fourths of American customers share your pain.
75% confessed to being highly annoyed they can’t get a live person on the phone. 66% are frustrated by long hold times. And 66% complained about too many phone steps.


The Solution:


  1. Keep hold times short.Your intelligent call routing should take care of long queues. And our unlimited agents pricing ensures you aren’t understaffed. Use reports to plan for peak hours and check your hold times. Ensure its 30s or under. Keep checking to ensure you get there.
  2. Have a simple IVR. IVR is invaluable. It ensures the customer is answered immediately, and lets them know they’ve reached the right place. But your IVR should be well constructed. Too many steps will put off the customer. Plan your teams carefully and limit them to 2 or 4 teams.
  3. Let them opt out of hold. When call volumes are unusually high you can and you cant avoid longer hold times; let your customer know that you’ll call them back if they disconnect at any time during the call. Or they can drop in a voice message. You or a staff member with admin rights can login and check reports. Assign call backs for all dropped calls and voice messages when call volumes go back to normal.


Problem 2:The scripts are hitting the wrong notes

Parroted scripts put consumers off. 50% want to be talked to in everyday language, not scripts3. 75% are finding customer service rude. It’s time to change the language customers hear.




  1. Use recordings to listen to how your staff answers calls. And hold regular training and discussions.
  2. Train your staff to use positive words, empathetic words, reassurance, personal pronouns and active words. They should convey immediacy. And above all be authentic.
  3. Encourage your staff to take ownership of the problem. And as your business representatives, to own up and apologize for mistakes made.
  4. Remember, 66% of consumers want assurance the problem will not be repeated.
  5. And ensure your agents are NEVER be caught saying these:
    That’s our policy (enraged 75% consumers 3)
    Please give me top scores in the after call survey (bugged 80% consumers)
    May I get your account information again? (Also see, problem 3)


Problem 3:They’re being asked to repeat, repeatedly


“May I get your account information again?“ Customers don’t want to keep repeating. 66% of customers are getting put off by having to repeat themselves2. The point of automation is that every agent who answers should have the customer’s history — automatically.




  1. Activate your CRM lite. (Its pre activated by default) Now every time a customer calls in, their call history will be at your agent’s fingertips.
  2. Also let each of your team members have their own extension, which they can share with customers. Customers feel much more comfortable calling in the representative they last spoke to.


Problem 4:The problem solver is unavailable


The problem with big call centers could be that the people they hire to answer calls are experts at handling the call center software rather than people who know the product and company well. So it’s not surprising that 70% of America’s consumers feel they’re being transferred to the wrong agent— one who cant solve the problem. Large contact centers have got tangled in too many layers.




  1. Luckily, small businesses can now run call centers within their own set up. Our easy dashboard means that they don’t need any specialized staff. Your regular employees — the ones who know the product and service well— will be the ones to answer.
  2. Unlimited agents mean you can get everyone on board. Give everyone a login. They can take calls from their own browser. So no matter what the problem, chances are the problem solver is at hand.


Problem 5:Complaints are being ignored


63% customers are enraged that their problem remained unsolved.




Just login regularly. Thanks to our customer mood indicators—one look at your dashboard will let you know what customer mood is. Encourage your staff to treat angry and irate customers as valuable feedback providers. Let them use the red emoji to mark these calls. You or your manager could go through the recordings and find patterns you have to change. You also have the opportunity to follow up on the customer and ensure their complaint is answered.

So, Yes: You can run a call center right within your small business setup.
And, No: It needn’t be as good as large multinational call centers.

It can be far better..

1 Fifty-seven percent were so steamed that they hung up the phone without a resolution. Consumer Reports National Research Center
2 Consumer Reports National Research Center
3 National Rage survey, 2015, CCMC

  • Posted at 1:19 pm, May 25, 2018

    You sure know what you’re talking about. Everyone is going to soon be visiting your site.

  • Posted at 11:26 pm, May 22, 2018

    It’s a pity you don’t have a donate button! I’d certainly donate to this
    brilliant blog! I guess for now i’ll settle for book-marking and
    adding your RSS feed to my Google account. I look
    forward to brand new updates and will talk about
    this site with my Facebook group. Chat soon!

  • Posted at 10:35 pm, May 22, 2018

    Hi! This post could not be written any better! Reading this post reminds me of my old room mate!
    He always kept chatting about this. I will forward this article to him.
    Pretty sure he will have a good read. Thanks for sharing!

  • Posted at 10:01 pm, May 21, 2018

    Generally I do not learn post on blogs, but I would like to say that this write-up very compelled me to check out and
    do so! Your writing style has been surprised me. Thank you, very nice article.

  • Posted at 9:59 pm, May 21, 2018

    Woah! I’m really loving the template/theme of this website.
    It’s simple, yet effective. A lot of times it’s very hard to get that “perfect balance” between user friendliness and visual appeal.
    I must say that you’ve done a fantastic job with
    this. Also, the blog loads extremely fast
    for me on Internet explorer. Exceptional Blog!

  • Posted at 9:58 pm, May 21, 2018

    These are truly fantastic ideas in regarding blogging.
    You have touched some good things here. Any way keep up wrinting.

  • Posted at 9:38 pm, May 21, 2018

    Hi there! Would you mind if I share your blog with my twitter group?
    There’s a lot of people that I think would really
    enjoy your content. Please let me know. Thanks

  • Johnd164
    Posted at 12:04 am, May 21, 2018

    I have been surfing online more than 3 hours today, yet I never found any interesting article like yours. It is pretty worth enough for me. In my view, if all webmasters and bloggers made good content as you did, the internet will be much more useful than ever before. eafbabegdaed

  • Posted at 5:47 am, May 18, 2018

    Thanks for sharing your thoughts about cloud call center. Regards

  • Posted at 5:40 am, May 18, 2018

    I savor, lead to I discovered exactly what I used
    to be looking for. You have ended my four day lengthy hunt!
    God Bless you man. Have a nice day. Bye

  • Posted at 4:49 am, May 18, 2018

    This design is steller! You obviously know how to
    keep a reader amused. Between your wit and your videos, I was almost moved to start my
    own blog (well, almost…HaHa!) Wonderful job. I really enjoyed what you had
    to say, and more than that, how you presented it. Too cool!

  • Posted at 4:37 am, May 18, 2018

    Hello are using WordPress for your blog platform?
    I’m new to the blog world but I’m trying to get started and create my own. Do you need any html coding expertise to make your own blog?
    Any help would be really appreciated!

  • Posted at 7:50 am, May 17, 2018

    Hi, I do think this is an excellent site. I stumbledupon it 😉 I’m going to come back once again since i have bookmarked it.
    Money and freedom is the greatest way to change, may you be
    rich and continue to guide others.

  • Posted at 7:48 am, May 17, 2018

    It’s very simple to find out any topic on web as compared to books, as I found this article at this

  • Posted at 5:24 am, May 10, 2018

    I’ve been surfing online more than 2 hours today, yet I never found any interesting article like yours.

    It’s pretty worth enough for me. In my view, if all web owners and bloggers made
    good content as you did, the net will be much more useful than ever before.

  • Posted at 8:41 pm, May 8, 2018

    Pretty! This has been an extremely wonderful article. Thanks for providing this info.

  • Posted at 2:54 pm, May 6, 2018

    I simply want to tell you that I am newbie to blogging and site-building and honestly enjoyed your blog site. More than likely I’m going to bookmark your site . You definitely come with terrific posts. Bless you for revealing your web page.

  • Posted at 1:30 am, May 4, 2018

    I simply want to mention I am just all new to blogs and truly liked your website. Probably I’m going to bookmark your blog post . You definitely have excellent articles and reviews. Many thanks for sharing with us your web-site.

  • Posted at 6:40 pm, May 3, 2018

    I simply want to mention I’m very new to blogging and really savored this web-site. Probably I’m planning to bookmark your blog . You amazingly have excellent posts. Thank you for sharing with us your webpage.

  • Johnb284
    Posted at 5:40 pm, April 16, 2018

    I relish, cause I discovered just what I used to be taking a look for. You’ve ended my 4 day lengthy hunt! God Bless you man. Have a great day. Bye kdegkkdadabe

  • Posted at 12:30 pm, March 26, 2018

    Very impressive post! Thanks for sharing such great solutions for the problems. I totally agree with your point to have a simple IVR, in my opinion, Cloud Based IVR is the best IVR system. It’s really easy to maintain, cost-effective and need very fewer hardware resources.

  • Posted at 10:26 am, March 14, 2018
  • Johne928
    Posted at 5:25 pm, March 13, 2018

    Very efficiently written post. It will be valuable to anyone who usess it, as well as myself. Keep doing what you are doing i will definitely read more posts. fdfdbedccaad

Post a Comment