10 errores que evitar en un servicio de call center

Ofrecer un correcto servicio de call center es una obligatoriedad para toda aquella empresa que por motivos empresariales o estratégicos, necesitan de este servicio para ofrecer un servicio de atención al cliente útil y eficaz. Sin embargo, a menudo se suceden errores en los servicios de call center que merecen la pena ser revisados y superados cuanto antes. Estos son algunos de los más habituales.

  1. Mala conexión. Resulta una obviedad, pero hay empresas que contratan un servicio de call center y resulta que este ofrece mala conexión con las llamadas entrantes e incluso desconexión una buena parte del tiempo.
  2. Responsabilidad. La responsabilidad de los trabajos contratados así como de los supervisores debe ser una regla de oro a la hora de ofrecer un buen servicio de call center. Uno de los 10 errores que evitar en un servicio de call center es tener empleados que no han recibido una formación previa, ni que conocen los pasos a seguir en las gestiones que se les presentan.
  3. El call center y los días festivos. Un call center como tal debe estar disponible para el usuario los 365 días del año, al menos es lo aconsejable para ofrecer un asesoramiento completo y al 100% a los usuarios.
  4. Empresa proveedora de servicios. Empresas responsables como Unitel, ofrecen servicios de calidad en relación a este sector. Es imprescindible dejarse aconsejar y confiar en profesionales de sobrada experiencia y contrastada que sepa actuar en diferentes situaciones.
  5. No menospreciar el mantenimiento. Este es otro de los 10 errores que evitar en un servicio de call center. Cuando este está instalado, no significa que por ello no pueda sufrir algún que otro percance. Confiar en una empresa para su mantenimiento es vital.
  6. Entorno técnico. Un call center tiene que asegurar un buen servicio al cliente y eso más allá de simples ordenadores conectados a la red. Éste debe asegurarse un entorno técnico completo, de calidad y con las máximas garantías para el desarrollo del trabajo.
  7. Idiomas. Puede llamar cualquier. Hasta para los servicios de call center es recomendable que el personal contratado hable diferentes idiomas, sobre todo inglés. Habrá que estudiar concienzudamente al público al cual nos dirigimos.
  8. Simplicidad. Otro de los errores que evitar en un servicio de call center es el de complicarle demasiado la resolución de los problemas y la información al usuario final. Y más cuando si le damos infinidad de opciones para que elija. Hay que optar por la simplicidad.
  9. Rapidez. Aunque pueda parecer otra obviedad. Quienes llaman a estos servicios de atención ciudadana o de atención al cliente, buscan respuestas rápidas y resolución rápida de conflictos. Un servicio de call center siempre debe ser resolutivo en el menor tiempo posible.
  10. Actualizaciones. No olvides que los servicios de call center también necesitan revisiones y actualizaciones de una manera periódica.

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