3 challenges contact centres face and how technology can help

Written on
byHayfa Bukhari

Contact centres are at the front line of customer service but there are many challenges companies face when providing world-class services. So, what are the top challenges facing contact centres today? And what can be done to solve these issues?

There are a number of factors that have an impact on the way in which a call centre operates. However, recent changes to our day to day lives, in terms of restrictions/lockdowns, have led to job losses, isolation and a decline in employees’ mental health. The way companies operate is changing and the importance of implementing technology to assist with these changes can’t be argued.  The use of such contact centre technologies has risen in recent years and firms are learning the positive impact of this through various means of adaptation.  

 

Lack of technical integration and processes

In a usual contact centre technology setup, front and back systems typically aren’t connected to the same platform. This makes it challenging to gain deep insights from customer conversations, creating missed opportunities in identifying vulnerable customers, product feedback, agent performance and identifying trends. 

 

Solution

Integrating a CRM will help a company’s workflow and improve all customer interactions across the business unit. It will provide visibility into a customer’s interaction internally and will help with issue management. Employees will be able to trace customers through their lifecycle to make the customer experience much smoother. 

 

Overall, this will support a seamless omnichannel customer journey which will reduce operations costs and help to manage employee performance. Real-time automation also ensures that all touchpoints are fully compliant during an interaction with the customer. Contact centre technology can be more easily reviewed and audited to accommodate new regulatory requirements that may impact the company. 

 

Staff motivation and retention 

One major challenge when running a call centre is motivating staff.  The repetitive nature of the role means that some staff are unable to stay engaged and are difficult to retain.  Staff are often undertrained to deal with stressful situations but with little incentive to expand their skill set or provide a high level of customer service this can lead to a vicious circle. Roles in contact centres also tend to have high absenteeism, which can cost a company approximately $3,600 per year for every hourly employee, as well as impact your customer service and employee morale. 

 

Solution 

The use of technology such as NLP is easy to employ and can be immediately implemented which can provide businesses massive benefits as it provides team members with invaluable insights from customer data. Automation of processes such as gathering payment information or populating and updating CRM data will help streamline workflows and take pressure off agents so they can focus on more valuable activities. NLP can be used to shine a light on the areas agents have done well in and/or could improve on to develop a highly tailored training programme, giving your employees the best chance of success. Use online courses and involve your employees in learning how to work with contact centre technology to make processes more efficient and effective for the team. 

 

It’s incredibly important that management ensures their employees are well taken care of and processes are in place to ensure continuous training and development. By demonstrating a positive atmosphere as well as encouraging feedback, will allow employees to feel more comfortable and more valued which will ensure they have the means to provide the best possible service to their customers. 

 

Ability to flag important calls and customer vulnerabilitie

Contact centre technology obtains vast amounts of customer data. The information obtained can be difficult to break down which makes it difficult to meet every customer demand. 

 

This may mean there could be complaints and important information going unnoticed that need to be taken care of.  Without the right tools, it can be very hard to uncover this information.  Also, there may be certain issues that many customers face and it can be a challenge to identify certain trends if you are not specifically looking out for them. 

 

On occasions when disputes arise between an agent and a customer, having transcripts of all conversations is crucial, as it allows for transparency and makes everyone feel supported. 

 

Solution 

Introducing speech analytics will ensure that every call is given a consistent level of care.  This technology can pick up key phrases to reveal calls that may need to be followed up on to provide appropriate aftercare.  

 

Another benefit of speech analytics is agents can learn more about customer preferences which lead to a more personalized experience, improving conversions and customer loyalty. As well as this, speech analytics can determine when an agent closes a sale or resolves an issue. 

 

Reviewing customer conversations with technology helps to significantly improve customer satisfaction and creates a customer journey that puts people at the heart of their service. 

 

Digitise for success

Undoubtedly, there are a number of challenges that call centres face but looking at the solutions provided above creates a strong foundation for your team. By introducing such technologies, you can learn how to better manage workload and improve your agents’ working environment to create a place that is more effective and efficient for both your staff and customers. 

Tell us the current challenges you are facing at the moment and how we can help you overcome them. Visit our contact centres page

Other recent posts

Is Consumer Duty just another TCF thing?

Is Consumer Duty just another TCF thing?

As the industry and analysts continue to pick apart the FCA’s final guidance on Consumer Duty, there are some skeptics wondering whether the new rules genuinely mark a shift in the regulator’s approach to...

Image by rawpixel.com on Freepik

5 technologies to help firms comply with Consumer Duty

The Consumer Duty final guidance comes with big requirements for evidence. Firms will need to deploy advanced data-driven technology solutions to meet the regulator’s data-focused demands, ultimately adapting their approach and processes in order...

[Cybernews Interview]: Enhancing business operations with AI solutions

[Cybernews Interview]: Enhancing business operations with AI solutions

Natural Language Processing (NLP) is a field in artificial intelligence that enables machines to understand, process and analyse natural language in a similar way that humans do. As NLP becomes one of the most...

How low-resource Natural Language Processing is making Speech Analytics accessible to industry

How low-resource Natural Language Processing is making Speech Analytics accessible to industry

Natural Language Processing (NLP) is a subset of artificial intelligence that enables machines to understand, process and analyse natural language in the way that humans will. The machine analyses data, interprets, measures sentiment and...

Aveni Detect platform to revolutionise approach to Risk Assurance as Consumer Duty rules launched

Aveni Detect platform to revolutionise approach to Risk Assurance as Consumer Duty rules launched

We’re helping financial services firms meet new Consumer Duty regulations with our game-changing Aveni Detect product. Our AI platform uses the latest advances in Natural Language Processing (NLP) to monitor every customer interaction to...

How your business can reduce costs in a high inflation environment

How your business can reduce costs in a high inflation environment

Global inflation rates have been consistently on the rise over the past year. The high inflation is driven by high energy prices, issues in supply chains and an increase in consumer demand. While focus...

A woman sitting cross-legged thinking about her credit score which an indicator shows to be poor

5 crucial areas to improve to be Consumer Duty compliant

With the cost of living crisis pushing more and more people into financial vulnerability, the FCA is putting renewed pressure on lenders to provide the best possible service and support for their customers. Their...

Why a ‘Machine Line of Defence’ is critical to meeting the FCA’s Consumer Duty

Why a 'Machine Line of Defence' is critical to meeting the FCA's Consumer Duty

The FCA is constantly reminding lenders of the standards of the consumer duty of care as the cost of living keeps rising. Over the past six months, the rising cost of living has rarely been...

How Consumer Duty has made Speech Analytics Essential

How Consumer Duty has made Speech Analytics Essential

Speech analytics has been commonly used for a number of years, evolving from a novelty add-on to a powerful solution for businesses to improve their processes. With the Financial Conduct Authority’s Consumer Duty of...