Customer Care Call Centers: A Great Idea For Your Struggling Business?

There are some benefits and some downside of call center business. Outsourcing calls to a call center eliminates the need for office space, furniture and equipment for customer service representatives. Also, it`s less expensive to outsource calls than to hire agents on all three shifts. Some agents report feeling dehumanized at call centers due to low pay, lack of privacy, inability to leave their work areas and the stress of continual incoming calls. This can produce unconcerned agents who are impolite to customers. Customers are frustrated by not being understood and not understanding agents from call centers in non-English speaking countries, with accents and/or little ability with the English language. Outsourcing calls can boost profits, improve the quality of customer service, streamline business operations and save money. Some customers report that these agents are badly trained, unable to solve problems, answer questions or take appropriate actions. Incoming calls are automatically transmitted to the right agent, making the best possible use of an agent`s knowledge and expertise. If one agent cannot resolve a problem, the call can be transferred to a more educated agent. Calls are always covered despite the ebb and flow of business call volume.