The Game-Breaking Mistakes That Make Call Centers Look Unprofessional.

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Photo by Julian Hochgesang on Unsplash

Running a business that has to make and take a lot of calls is a challenge. It is expensive to give each of your team members their offices, but you also need to make sure that customers on the other end can’t hear everyone’s calls playing out.

There are loads of issues that can easily make a call center look unprofessional, knocking the confidence of those being called, while also making it harder for your team members to do their job effectively. To help you out with this, this article will be exploring some of the work that can go into improving your call center.

Background Noise

Background noise is extremely hard to control in an office environment, and it’s usually best to let the software and hardware you use handle this side of things for you. Professional headsets will often come with sound canceled capabilities, making it possible to silence background noise and make your team members sound nice and clear.

Poor Quality

Alongside background noise, it’s also well worth thinking about call quality. The headsets that your team use need to be able to pick up high-quality audio and the calling system you have in place needs to avoid compression and other quality problems.

Using services like Skype for Business can make this easier, giving you the opportunity to meld these systems with the tools that you already use to handle VoIP calls.

Long Waits

Being on hold for a very long time will signal to customers that you don’t have that many team members available to talk to them. It will be frustrating, and people will often leave the line before they have had a chance to talk to you properly.

This is viewed as very unprofessional and needs to be solved by either hiring more team members or using a third-party answering service to move things along.

Broken Transfers

Waiting for hours on hold only to have the call dropped is very annoying to customers, especially when it happens during transfers. It’s crucial that you put the time in to test your phone line systems to make sure that calls aren’t dropped when customers get in touch. It will always hurt a company’s reputation when this sort of thing is happening all the time.

Untrained Teams

Finally, as the biggest mistake to avoid, it’s time to think about the amount that you train your teams. These people need to know your business inside and out, having a good idea of the different policies and rules that are in place to make sure that they are on the right track. Of course, though, this will only be possible if you give them the right training.

With all of this in mind, you should be feeling ready to start looking at improving your call center. This sort of work is always worth it to businesses that have to put a lot of time into talking to customers, giving you the chance to keep them all happy.

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Like Minds is a global thought leadership platform delivering world class events on business development, knowledge and insight aimed at entrepreneurs and business leaders to engage, stimulate and empower them to become global businesses of the future. We also offer a bespoke service for corporate clients and training programmes under the Like Minds U brand. For more information please email