Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it’s safe to say there is no “silver bullet” for managers that will solve every problem or keep their business ahead of fast-moving changes.
The critical function of outbound dialing will always be reaching people. For success, this feat does require an integrated approach combining strategy, management, and technology.
The right technology helps agents connect with more people in a shorter timeframe, which leads to more conversations and better outcomes. But for contact center managers, technology will always be just one piece of the puzzle.
Moving to a more proactive approach to problem-solving is at least as important as accessing the right technological tools. Ideally, call center managers will do both.
Pressing Issues: and Solutions
It’s worth taking a close look at the most pressing issues facing contact centers today, and discussing some techniques on how managers can address them.
Agent turnover. High agent turnover is one of the top issues contact centers face. Considering that it costs an average of $1,750 to hire and train each new agent, this workplace attrition ranks among the problems most in need of a solution. Expenses mount quickly when it comes to replacing employees, so a focus on retention will serve managers well.
Moving to a more proactive approach to problem-solving is at least as important as accessing the right technological tools.
Agents quit for a variety of reasons, and many of these are unavoidable. But managers can often improve retention with:
- Training and development. Well-trained agents feel more confident and satisfied in their roles. Moving to a model of continuous training will increase their success and job satisfaction.
- Performance monitoring. Tracking performance on a regular cadence helps managers spot problems or issues early. This allows for the move to more tailored training that can address specific weaknesses and improve skills.
- Increasing contact rates. Autodialers, caller ID reputation management, answering machine detection, and other tools help agents fulfill their goal of connecting with more customers and prospects. Better contact rates mean more engaging work and results in happier, more successful agents who are less likely to look for another job.
By enhancing training, monitoring performance, and using technology to boost contact rates, managers can reduce turnover and save costs.
Scaling the business. Efficiency is one of the main barriers to scaling a contact center’s operations. Inefficiency hinders agent productivity, limits manager insights, and ultimately hinders growth.
Overcoming these challenges often involves leveraging powerful reporting capabilities. Using agent performance metrics and conversion rates, as well as other data, can mitigate these risks and pave the way to consistent, smooth business scaling.
Data-backed guidelines, such as manager-to-agent ratios, also help with more seamless scalability. Reporting capabilities allow for constant monitoring of management and agent performance. This enables contact center managers to make necessary adjustments as new information is unearthed and the business’s needs change.
This nimble approach helps maintain efficiency and makes growth more sustainable, preventing many of the common pitfalls that arise as operations scale.
By enhancing training, monitoring performance, and using technology to boost contact rates, managers can reduce turnover and save costs.
Call blocking and flagging. “Spam Likely” labels are a hindrance to contact center outreach and can decimate contact rates. With just under 4.5 billion robocalls made in May 2024 alone, carriers are offering their customers new tools to avoid unwanted calls.
Unfortunately, legitimate businesses often get caught in a crackdown that is primarily designed to foil shady operators. Even brand-new, unused numbers can be tagged as “Spam Risk” or “Scam Likely,” which immediately throws cold water on your outbound contact and conversion rates.
To push back against call blocking and flagging, call centers can take these steps:
- Educating themselves on the issue. Knowing why outbound calls are flagged and blocked is the essential first step to taking action. Understanding the factors leading to calls being flagged as spam—such as inconsistent caller ID information—can help you avoid the problem.
- Avoiding risky dialing. Managers must learn to avoid practices that result in being flagged as spam risks. This includes not overloading the system with rapid, repetitive calls that can trigger spam filters.
- Managing caller ID reputation. Actively managing caller ID reputation is critical for outbound dialing. Making sure carriers recognize numbers from your contact center as legitimate can prevent them from getting the dreaded tags “Spam Risk” or “Scam Likely.”
Managers can maintain their numbers’ credibility with effective caller ID reputation management tools. By understanding and addressing the reasons behind call blocking and flagging, any contact center can boost its contact and conversion rates.
The Proactive Approach
In general, contact center managers will more effectively deal with all current and evolving issues facing their business by adopting a proactive approach to problem-solving instead of simply waiting for things to go wrong.
So how can managers move away from being reactive and move into proactive mode? Here are several strategies to help call centers stay ahead:
- Put preventative programs in place. Implement programs that identify potential management issues before they become problems. For example, monitor call connection and lead conversion rates closely to detect any early signs of declining performance. Also, create incentive and accountability programs and establish regular one-on-one check-ins with agents in a two-way conversation to review goals and give support.
- Reevaluate constantly. Regularly review processes and strategies, such as call scripts and dialing techniques, to ensure they are as effective as ever.
- Enable open communication. Foster open communication among your team. Have regular informal huddles to acknowledge wins and renew energy toward meeting goals. When employees feel comfortable sharing concerns and suggestions, issues can be addressed promptly, preventing them from growing into bigger problems.
- Use predictive analytics. Predictive analytics help managers forecast potential challenges and trends. By analyzing patterns revealed by data, companies can anticipate issues and take corrective actions before they impact operations. These sophisticated tools can also help forecast the best times to call, identify leads most likely to convert, and optimize agents’ work schedules.
- Create comprehensive policies. Detailed policies and guidelines are a must to outline procedures for common and uncommon situations. Clear, detailed policies help ensure consistent responses and prevent confusion during unexpected events. For example, guidance on handling difficult calls, managing high call volumes, and ensuring compliance with telemarketing regulations will all be useful.
- Regularly review and adjust goals. Review and adjust goals frequently so they line up with changing circumstances. A focused and adaptable team, ready to pivot to meet new demands, is the key to handling issues as they arise or evolve.
Other Steps
There are other steps contact center managers can take to stay ahead of current and evolving issues and become more proactive and adaptable. They include:
- Staying current on industry trends and news. Managers should follow industry reports, attend webinars, and join professional networks. These are great ways to stay informed about the latest developments, anticipate changes, and adapt strategies accordingly.
- Educating management. Training sessions on new technologies, emerging management practices, and industry-specific challenges are critical for top managers. They help company leaders make better decisions and lead their teams more effectively.
- Investing in ongoing training. New customer service techniques, product knowledge, and compliance updates are critical in keeping top managers performing at their best. Ongoing training on these and other topics is an important investment for contact centers.
- Implementing scalable solutions. Use technology and processes that can grow as your business grows. Solutions like these will ensure that as your contact center expands, you can remain efficient and not experience costly disruptions.
- Developing crisis management plans. Prepare for the unexpected with a well-defined crisis management plan. This plan should include clear plans to handle various types of disruptions, ensuring that the team can respond effectively.
- Encouraging a culture of continuous improvement. Create a work environment where feedback is valued and used to inform ongoing improvements.
- Building good relationships with technology providers. Maintain good relationships with your technology vendors to learn as soon as you can about updates and new features. This will ensure you have the best tools available to support your operations.
Clear, detailed policies help ensure consistent responses and prevent confusion during unexpected events.
No matter how well a contact center manager plans or strategizes, if they are not using the best techniques, the most suitable technology for the job, and a proactive approach to the job, they are working against their own aspirations.
Strategy, management, and technology must come together perfectly for the contact center to attain its most important goal: reaching people. Making this happen will make the call center a more attractive and gratifying place to work and keep managers ahead of the changes and challenges that are certain to keep on coming.