{"id":1719,"date":"2015-06-16T08:45:00","date_gmt":"2015-06-16T08:45:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-06-16T08:45:00","modified_gmt":"2015-06-16T08:45:00","slug":"outsourcing-your-call-center-prep-your-people-properly","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/outsourcing-your-call-center-prep-your-people-properly\/","title":{"rendered":"Outsourcing Your Call Center? Prepare Your Staff Properly"},"content":{"rendered":"

June 16, 2015<\/p>\n

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There\u2019s no doubt that working in a call center is a stressful job, but a new study shows that much of that stress may be self-inflicted.<\/p>\n

According to research by Mattersight Corp.\u2014a company that uses a suite of innovative, personality-based software applications to analyze and predict customer behavior based on the language exchanged during service and sales interactions\u2014customers tend to be already frustrated by the time they call a contact center. As such, it takes a certain personality to \u201ccalm them down\u201d and help resolve their issues without further antagonizing them. But the problem does not lie entirely with the call center.<\/p>\n

\u201cWhat they found is that today\u2019s consumer is hyper-connected and more informed than ever, and many try to solve their problem without the help of a call center representative,\u201d Mattersight said of its research. \u201cBy the time a call is placed, the problem is urgent and frustration has been building, creating an immediate atmosphere of tension and negativity.\u201d<\/p>\n

According to the survey data, it was found that of the more than 70 million people in the U.S. who call customer service call centers every year, nearly two-thirds are frustrated before they even begin speaking with a customer service representative. \u201cAlarmingly, 75 percent of consumers surveyed reported still feeling frustrated at the end of a customer service call, even if their problem was successfully resolved,\u201d Mattersight said. Such ongoing negativity presents an obvious challenge to customer service executives.<\/p>\n

\u201cCall centers are stuck in a cycle of customer frustration,\u201d noted Kelly Conway, president and CEO of Mattersight. \u201cRather than defusing the situation and providing each customer with personalized service, most businesses still measure success by getting callers off the phone as quickly as possible\u2014doing little to improve the customer experience.\u201d<\/p>\n

Not surprisingly, the survey showed that the key to creating a positive customer experience is connecting callers with agents who are most likely to have a natural rapport.<\/p>\n

Furthermore, the study found:<\/p>\n