4 Reasons Why Call Centers Were Already Collapsing
COVID-19 has brought the shortcomings of phone-based support to the forefront, but call centers had fundamental flaws long before these unprecedented times.
Nikhil Govindaraj, VP of Product Management at goMoxie, shared four reasons traditional call centers don’t work anymore, especially in our current environment in “Why the call center was already collapsing–even before COVID-19” featured in Contact Center Pipeline.
1.Call centers can easily be pushed to the breaking point.
The deluge of COVID-19 related inquiries have completely overwhelmed call centers, but call centers were easily pushed to their breaking point before. Long waits times and overtaxed agents have long been challenges for customer service organizations and customers alike.
2.Call centers create opportunities for communications breakdowns.
Telephony is ripe with opportunity for difficulties of understanding each other clearly. The Harvard Business Review reports that both customers and agents are much more likely to say, “I can’t understand you,” during a call as opposed to other support channels.
3.Call centers struggle in the work-from-home environment.
The traditional call center was designed with office-based staff in mind, making working from home inconvenient and unreliable. This lack of nimbleness has become a major vulnerability for call centers during stay-at-home and social distancing orders.
4.Call centers environments create a hazard during outbreaks.
Maintaining a crowded, traditional call center is something of the past. The close quarters associated with many call center environments can be hazardous conditions for employees and make proper social distancing impossible.
Before COVID-19 turned our world upside down, there was evidence that traditional contact centers could benefit from proactive guidance that lowers call volume. Now that agents are working from home and call volumes are higher than ever before, the need for digital transformation has accelerated.