Call Center Challenges

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Floor Management Challenges [ View Archives ]

There is no Accountability on the Floor
Supervisors prefer to Problem-Solve, not Proactively Coach the Floor
There is no Consistency in the way Supervisors Provide their Coaching
Supervisors have so many Observations to do that they Never Have Time for Coaching Discussions
Supervisors are Stubborn and They Won't Get Out There and Drive Sales

Telephone Sales Agent Challenges [ View Archives ]

Our Agents are Too New to Recommend Products
We Have Too Many Cancers in the Agent Population - Lots of Negativity
Agents Always Offer the Lowest Priced Products & Never Up-Sell
Agents Sound Weak When They Make Their Product Recommendations
In B2B Outbound calling, Our Agents Do Not Make Enough Calls
Our Outbound Agents Always Rush Through the Greeting and are Hard to Understand
Too Many of our Outbound Calls end at the Early-Call Objections (e.g. "Too Busy To Talk Right Now.)

Customer Service Agent Challenges [ View Archives ]

Our Agents Sound Disconnected and Rarely Build Rapport with Clients
Too Many Angry Clients Exhaust the Agents Every Day
We Give Away Too Much when Clients are Upset
Every Call Sounds Completely Different - No Consistency and, therefore, No Quality

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