What is the main challenge faced in the day-to-day activity of a Contact/Call Center?
A Contact/Call Center is required to handle thousands of customers a day who vary in terms of their demand, nature and/or temperament. Todays customers are the most informed and demanding. For a service representative, meeting the demands of these impatient, hot-tempered, well-informed, as well as ill-informed customers can be a customer-service nightmare. It requires a lot of patience, effective communication skills, negotiation strategies and above all professionalism, to calm angry, unsatisfied customers and resolve their complaints, while keeping their cool.
