Five Common Inbound Call Center Mistakes: And How Not To Make Them

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Introduction

Choosing a call center is one of the most important efficiency and efficacy decisions your business can make. Read on to make sure you aren’t making any of these five common mistakes when you choose your call center!

Poor Estimation of Needs

It is common for businesses to either overestimate or underestimate their call volume, or forget to inform call centers of expected call volume changes—any of which can result in hefty fines. Make sure you discuss every aspect of your expected service with the potential call center, including the volume of calls you think you will receive and any expected hikes in call volume. Although it is impossible to plan for every fluctuation, do your best to accurately estimate your call volume to save on unnexessary fines and fees.

Not Listening in on a Call

Most call centers will offer you the option of listening in on one of their customer service representatives while a customer call is in progress. Not only will listening in on these calls provide you with useful information about the quality of the service provider’s scripts, but it will also let you get a feel for the personality and enthusiasm of the general employee at the call center. Which is important, because not even the best sales script can overcome an unhappy, unenthusiastic customer service representative.

Not Calling References

When deciding between potential call centers, it is important to call references to get the inside word on customer satisfaction, service level, and professionalism. You can often get candid and accurate opinions of a call center's abilities from first-hand accounts. Use these references as a chance to make sure your first impressions about a company are true.

Not Discussing Special Needs

If you require special services like multilingual telemarketing, 24-hour service, or flexible representative coverage, don’t forget to discuss these needs with your potential telemarketing service provider. Many call centers have the resources to comply with a plethora of special demands, but it is important to make sure they provide the service you need at a price that is within your budget!