What is the main challenge faced in the day-to-day activity of Contact/Call Center?
A Contact/Call Center is required to handle thousands of customers a day who vary in terms of their demand, nature, temperament, etc. Today’s 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, and negotiation strategy to calm angry, unsatisfied customers and resolve their complaints, while keeping our cool.
