An Evaluation of the Problems Encountered Working in a Call Center
Call center employees often deal with an astonishing number of calls in any given day. Depending on the call center, these calls can vary widely in nature or be highly repetitive. Performance reviews are based not only on how calls are handled but a number of additional factors. A calm demeanor and positive attitude go a long way in helping employees deal with the stress of this fast-paced job.
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Increasing Demands
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Call centers often handle an extremely varied group of clients. Although most call centers assign groups of representatives to work exclusively for one client, others have employees answering calls for numerous companies. This is especially prevalent in virtual call centers that allow workers to telecommute. It can be difficult to switch abruptly from one type of call to another, because standards and training vary among clients. This means representatives are less likely to become "experts" on a given client's product, because their focus is spread thin.
Call Handling Standards
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Despite working in an industry dedicated to issue resolution and customer retention, call center employees are held to production-style standards. In addition to handling customers' problems in a friendly manner, employees are also required to follow strict call time guidelines. To answer as many calls as possible, the time each employee spends with callers is tracked. Daily, weekly or monthly averages are monitored, and the results can affect pay or even result in disciplinary action.
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Upselling
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"Upselling," or attempting to sell additional products or services at the end of a call, is becoming increasingly common in call center settings. Upselling can be lucrative for clients, call centers and even employees who receive incentive bonuses. Some customers are receptive to this technique, especially when they're happy with the resolution of the original customer service issue. However, some companies or clients require representatives to upsell even to unhappy customers. These customers can become angry with the representative, her supervisor and the client. The result is often an upset employee who must move on to the next call, and quite possibly a lost customer for the client.
Stress
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Even when companies don't require upselling, stress is inevitable in a call center. Work can be chaotic, monotonous or a combination of the two. Employee absenteeism and high industry turnover rates mean fewer people must answer the same number of calls while adhering to call center standards. According to a September 2010 "Wall Street Journal" article, 70 percent of these callers are already angry when they pick up the phone. Add waiting time to the mix, and the situation becomes more difficult. Representatives must use their skills and training to defuse the situation and calmly resolve customer issues.
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References
- Photo Credit customer service image by Jaimie Duplass from Fotolia.com
