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Five Most Commonly Faced Challenges in Contact Center Outsourcing Operation

Though the call center industry will continue to grow in 2024, challenges and disruptions will also occur in the outsourcing industry. Growth is never distributed equally. The top BPO companies with diverse services and location advantages, such as a call center in the USA, nearshore, or offshore, will secure the edge. Exploring opportunities and customer-centric services are a must in this experience-driven outsourcing market. Whether outbound or inbound contact center support, outsourcing companies must overcome the existing issues and emerging ones in this industry.

There are diverse types of call or contact center services available for businesses. Also, there are many challenges that hinder these call centers from offering the best possible services. We will explore the top five challenges responsible for affecting the service quality of these call or contact center services worldwide and solutions to these challenges.

Top Five Challenges in Call Center Outsourcing

 

Contact center operations are diverse. The locations, type of services offered, size of workforces, etc., are different in each of these call centers. However, these contact or call center solutions are perfect for different business functions and requirements. For instance, a call center in the USA may be a suitable partner for a finance company in the USA for specific tasks or operations. However, a Philippine contact center can handle another function for that same company better than a US BPO or call center. Also, a major reason for outsourcing services is to save expenses. So, budget is a crucial factor in choosing an outsourcing partner. However, the outsourcing vendor must have the technology and talent to satisfy the criteria and perform the activities and tasks. They will face several challenges while doing it. Here is the list of the top five challenges in call center outsourcing in the USA and worldwide:

  1. Constantly Evolving and Increasing Customer Expectations

Multiple generations of customers with high expectations and little patience for service gaps or disruptions mark today’s service industry landscape. Personalized experiences have become essential, and customers with social networks and technology affinities demand a seamless omnichannel experience. Presence and offering services through diverse channels is not enough, a call center in the USA or offshore must offer a unified experience with the right tools and trained workforces.

Businesses are now aware of the fact that a single instance of poor interaction can cause them to lose their customers, and bad feedback can damage their reputation. So, sales and support teams from outbound or inbound contact centers employ AI-enabled analytics and predictive insights to personalize services. Moreover, integrating and analyzing multiple channels and generating responses and insights for agents to offer a frictionless experience has become key to satisfying increasing customer expectations.

2. Low Contact Rates.

It is becoming increasingly difficult for many contact centers that make outbound calls to connect with potential clients. Part of the reason for this top call center difficulty is the shift in customer expectations and phone habits. However, the recent increase in call blocking and flagging is the main cause of the problem. Realistic companies have been caught in the crossfire as carriers have acted swiftly to address the surge of spam and fraudulent calls. Contact rates have decreased as a result of calls being marked as spam.

Call centers should look first to caller ID reputation management solutions to assist them in keeping ahead of call flag concerns and increasing contact rates. It is imperative to combine an omnichannel strategy with high-speed, predictive dialing. Automated emails and SMS drip programs may enhance communication, but they can also prepare prospects for future calls and respond more to these calls or contacts from a call center in the USA or any location.

3. Difficulty in Scaling

Many call centers of various kinds are not succeeding in scaling their services. It leads to low contact and conversion rates, reduced revenue, or excessive handling times, affecting consumer satisfaction and retention. Furthermore, the fundamental issues call centers face with size are ones related to efficiency as larger the size, managing it and maintaining the quality of services becomes more difficult, and quick scaling is one of the most significant advantages of a call center in the USA or any location around the world.

Inefficiency has a disproportionately large ability to impede growth, regardless of whether it is impairing the productivity of agents, managerial insights, or the value provided by customers and leads.

  • Call center automation is essential to achieving scalability. Consider automating the following in your call center:
  • Selecting dialer software that can expand to meet high-volume demands and give winning speed to lead
  • Providing call center analytics and reporting solutions to your employees can help them make better decisions by streamlining information.
  • Utilizing quality assurance technologies to speed up teaching and feedback and to offer transparency into agent performance
  • Intelligent virtual agents or other call center AI technologies may help agents do more work, streamline client self-service, and increase revenue and customer satisfaction.

4. Agent Burnout

Reduced participation and attrition result from agent burnout in contact centers, and it is a serious issue that needs to be prevented to ensure optimum productivity and employee well-being. According to studies, up to 74% of contact center employees are in danger of burning out. Stress among call center agents is obviously a problem for the whole sector. Furthermore, in far too many contact centers, decision-makers become aware of the issue only after witnessing the most severe signs of burnout. When burnout sets in, teams see reduced productivity and increased agent turnover—two symptoms that indicate the issue exists in your team or contact centers.

From this point on, things may get out of control rapidly, with frequent (and expensive) recruiting becoming the new normal. Before burnout truly has a chance to take root in the call center, teams must act and implement solutions.

There is not a single call center solution that can stop employee burnout. Establishing a culture that supports its members and lays out clear expectations—including career paths—is the first step in preventing burnout and lowering agent stress in a call center in the USA or any country. Naturally, technology is also essential. Among the ways to lower the likelihood of burnout are the following:

  • Software for contact centers that is user-friendly and efficient,
  • Software for automating workflows and other automation solutions that lessen monotony and friction,

Customer and agent mood-detecting applications for call or contact monitoring or FAQ, chatbots, or knowledgebases assisting agents aiding agents in maintaining focus when speaking

5. The Complexity of TCPA Compliance

Call centers are not equipped to manage the complexity of federal TCPA compliance requirements. However, contact centers are now up against increasing state-level restrictions and challenges. Also, TCPA-like regulations and privacy laws have appeared everywhere across the USA. The nation has become a mosaic of diverse regulations, and businesses and any call center in the USA must follow these rules and regulations.

It can be challenging for companies that provide customer assistance or other customer service to customers in several states to keep up with state-specific variations and also keep up with the frequency of changes in these laws. In 2024, eliminating the “Lead Gen Loophole” will be an additional call center compliance challenge. By the end of 2023, the FCC ruled that websites that generate leads and any further outreach have a “logical and topical” link and that individual consent must be obtained in writing.

Many types of contact center compliance technologies are available. However, being proactive is crucial for call centers and their technology partners to ensure compliance with these complex and diverse laws and regulations and often helps in automating compliance requirements or alerts them of any changes. Get the assistance of knowledgeable legal counsel to audit your company operations, produce a TCPA compliance checklist, and formulate a strong defense in addition to selecting software with a track record of staying ahead of compliance regulations. If your business depends on comparing websites, switching to long-term, drive-to-site marketing strategies that produce inbound calls and first-party leads might be time.

 

Endnote: Navigating Contact Center or Call Center Challenges with an Experienced BPO or BPM Partner

Outsourcing outbound call center or inbound contact center services can bring remarkable benefits. However, it also poses several challenges to businesses that want to outsource their services, and implementing business process outsourcing operations decides the fate of these initiatives. Other than these five challenges, there will be more organization, location, or process-specific challenges that need to be addressed by the business and its outsourcing partner offering outbound or inbound contact center support. Understanding the business needs, managing expectations and challenges, and reviewing the probable solutions to these challenges are key to ensuring the project is successful and brings faster ROI and successful results.

 

 

 

 

 

 

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