How should call center outsourcing firms cope with data overload?

How should call center outsourcing firms cope with data overload?

OABPO Blog Team Published on December 6, 2013

male-agent-holding-two-telephones
Call center outsourcing firms often experience data overload when their agents, typically inadvertently, collect an amount of information that is more than necessary. Too much data is typically not useful and bogs down reporting and quality assurance, especially if the call center has inefficient or ineffective management practices.

A survey by the International Customer Management Institute (ICMI) revealed that almost five out of 10 call centers don t even use the information they collect from their callers, devoting greater efforts to collecting these employee-centered metrics instead:

  • Average handling time (79%)
  • Abandonment rate (75%)
  • Average speed of answer (72%)
  • After call work (63%)
  • Quality (61%)

Why having too much data isn’t helpful

female-call-center-agent-holding-six-telephones

Instead of addressing customer concerns, call center representatives spend a large portion of the call on asking basic information from callers such as verifying customer contact details. This lowers the efficiency of the representative and the satisfaction of the customer on the other end of the phone line.

In addition, call center representatives have to skim between multiple screens and data systems to locate information they previously collected. These retrieval tasks are even more tedious for the call centers that are still manually encoding customer details.

How to manage data overload

The first step is to know the problems that your call center outsourcing firm wants to solve. By defining this, your inbound customer service team will only get information that is needed to address the caller’s concern.

You should also focus more on addressing your customers’ needs than gauging how efficient your representatives are. As you can see, the most collected metrics mentioned above measure the performance of your employees. Representatives may end up sacrificing service quality in order to meet the passing score that management has prioritized. For example, your reps try to receive 90 calls a day to meet their quota, but in order to achieve that goal; they end up handling every call poorly in order to expedite things.

Aside from asking only the important questions to free your call center from unnecessary baggage, you can also give your customers a better experience. Some people are not comfortable with giving away personal information while others find data gathering time-consuming.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO4 hours ago
Open Access BPO's Las Vegas office is moving to new location as it starts to expand its operations with on-site managed #onshoring programs, a support campaign for a healthcare provider. https://buff.ly/3b1jK1e

Experience the Open Access BPO Difference with high-quality #CustomerSupport and #ContentModeration in over 30 languages. https://buff.ly/3ps8VNV

#WeSpeakYourLanguage #MultilingualCallCenter #outsourcing
Open Access BPO
Open Access BPO8 hours ago
Aligning your business goals with the vendor’s objectives goes beyond enumerating the results you want to achieve for your business. Read more: https://buff.ly/3CeySUI

Contact us to partner with our Makati and Davao sites: https://buff.ly/3pmC0dL

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO21 hours ago
Did you know that Makati City, Philippines houses most of the country's top companies? Open Access BPO’s flagship centers in Makati leverage world-class infrastructure and the country’s most expansive, multilingual talent pool. Learn more about our Makati sites here: https://buff.ly/2Z2YEwF

#WeSpeakYourLanguage #callcenter #outsourcing
Open Access BPO
Open Access BPO1 day ago
How you communicate with your outsourced #callcenter in the Philippines can make or break your #CX success. We'll walk you through how to effectively manage your outsourced team: https://buff.ly/2ZeT6zE

Message us today for worry-free outsourcing: https://buff.ly/3E2rCMs

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO2 days ago
Achieve great heights for your business with 24/7 customer support, back office, and content management solutions trusted by some of the world's BIGGEST brands. Open Access BPO speaks your customers' language. Choose from any of our prime locations in the Philippines, the US, China, and Taiwan.

Where would you like to bring your brand? Get in touch with us to get started: https://buff.ly/3vu0Edk

#WeSpeakYourLanguage #callcenter #outsourcing #multilingual
Open Access BPO
Open Access BPO2 days ago
As customer expectations keep growing, should you underpromise and underdeliver? Find out if it's worth the effort: https://buff.ly/3ncUiLF

Contact us TODAY for 24/7 #CX that exceeds expectations: ttps://buff.ly/3b08WjH

#WeSpeakYourLanguage #outsourcing
Do NOT follow this link or you will be banned from the site!