April 29, 2018

What Are the Basic Causes of Bad Customer Service?

Man on a deck with earbuds in on the phone

The key to a smooth-running call center is its ability to communicate efficiently. However, many call centers struggle with this, resulting in bad customer service. Knowing the causes of poor customer service can help your call center avoid this fate.

Making Them Wait

The last thing any customers want when they need information is to wait to speak with someone. If you want to impress them, you need to have a live person answer every time, making them wait as little as possible.

Not being available around the clock will force customers to wait until you’ve opened again for business. If they need urgent assistance, not being able to reach you will cause them to go elsewhere.

Not Monitoring Call Quality

If you don’t have a way to monitor call quality, such as recording calls or asking the customer to rate their experience, then you are very likely heading down the road to bad customer service. The customer who feels like they matter to you will return; it really is that simple.

Offering Only One Language

Are all your customers being served in their language? Having agents that speak only one language will cause bad customer service in two ways: It will instantly isolate them, and cause unnecessary confusion at both ends, leading to significant call inefficiency.

No Information About After-Hours Calls

Having no idea who contacted your call center after hours is a bad idea because it leaves you in the dark as to call quality and the level of customer service being offered. When you’re able to receive a recap of overnight calls, however, you can ensure consistency and eliminate worry.

Not Hiring the Right Service

When it comes to handling your customer calls, there is no substitute for quality. Hiring the wrong answering service to handle and transfer your calls can be disastrous for your business.

Always Answer offers comprehensive call center solutions for businesses of all sizes and types. We can customize a communications package for you that includes answering services from our highly-trained staff. Contact us today.