Call centers have been set up all across the globe and businesses have become dependent on them, yet many incorrect ideas about call centers have popped up that just refuse to go away. In order to properly appreciate the operation and utilization of call centers it is important that these myths are completely discarded. Given below are some widespread call center myths that should be immediately discarded:
Though statistics play a vital role in the operation of call centers, it is the quality of work that determines their true value. The size, reach and manpower of a call center may speak a lot about its success but when it comes to its utilization for a particular company it is the way it caters to the specific needs of the company and the kind of relationship it is able to establish with the customers that really matters.
Call center agents are asked to use the opportunity of interaction with the customer to make a sale. This apparently shrewd business strategy has been criticized and said to undermine the quality of services but if understood in the right perspective the process is beneficial to all the parties involved.
Certain organizations, in their attempt to retain control over customers, regard their products to be too complicated to be delivered by a call center. They fail to understand that customers can be served through different sales channels and call center could be one of them. When investing in call center outsourcing, they do not treat call center employees at par with your own sales employees.
The concept that call center performance levels are always recorded is widely prevalent but the fact is that there is no set measure of optimum productivity with regard to the speed, volume or quality of call. Some customers would say that they prefer a quick solution to their problem while others would bet on the service experience. However, these two aspects of speed and quality are not contradictory to each other.
Lastly, people believe that by investing in call center services, they have at their services call centers that merely make and receive calls; this is an erroneous notion that still persists among certain sections when call centers have evolved to so much more.