Call Centre Answers

Call Centre Questions and Answers

Answers: Reducing high staff turnover

Question: I am the chief executive officer (CEO) of a telemarketing business and my problem is that I am finding it difficult to motivate my staff to stay with the company. This high turnover is starting to jeopardise the company’s performance and therefore my relations with clients.

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Answers: Refresher training options

Question: We all know that call centre work can be monotonous. What I’m interested to know is how I can go about giving refresher training to customer service representatives who are starting to get bored and to hate their job? Can you recommend a style or approach that will help re-engage them? And what is [...]

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Answers: Promotion problems

Question: I work in the outbound department of a health insurance company and have recently been promoted from a sales executive [agent] to team leader. If I’m honest, I know I was promoted because I always exceeded my targets. But now I’m finding it difficult to manage the people who were previously working on the [...]

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Answers: Flat structures and promotion

Question: Like a lot of call centres, we have a fairly flat structured operation here. But we’re also lucky to have a lot of really competent and talented staff. – My problem is that we’re not able to promote people as quickly as we’d like as there simply aren’t the opportunities available. I’d expect maybe [...]

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Answers: Coping with angry customers

Question: I manage a public sector contact centre where our people have to cope with complex calls – frequently covering a number of queries from the one customer. Our operators are trained to deal with difficult and often emotional conversations. But we’ve recently realised that we now need to start coaching our people in how [...]

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Answers: telemarketing quandaries

Question: Just how do I find telemarketing campaigns to keep my existing call centre running? I have contacted several different companies to find out if they have the need to outsource or if they have any overflow to send our way. I have received some responses, but for the most part they are all doing [...]

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Answers: Interview strategies

Question: I’m working as a data entry operator and want to move in to call centre work. My problem is this: I have attended several interviews but have not been successful in finding a role. I get very nervous when I go for interviews and I believe this is holding me back. Can you propose [...]

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Answers: Exit interview strategies

Question: What kind of questions do you think we should be asking at exit interviews to find out why staff leave our call centre? Our attrition rate is just under 30%, and while I know other call centres have higher churn than that, I think it’s important to understand where we’re going wrong.
What I don’t [...]

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Answers: Moving jobs within the company

Question: I know this might not be the kind of thing you hear too often, but I really enjoy working in my job as a team leader and want to make a career for myself in call centres.

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Answers: Quick wins on customer experience

Question: I’ve recently been promoted in my company and, as part of my new role, have been asked to come up with some low-cost ‘quick wins’ to improve our customer experience.
My boss has asked me to produce two or three simple ideas that can be implemented within a month or so, but I’m struggling. Can [...]

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