MAJOR CHALLENGES FACED BY THE CALL CENTER INDUSTRY

Call center industry is one of the most powerful sectors, which contributes majorly to the economies of Asian countries like India, Philippines, Malaysia, and China. As per the report published by a leading group, total spend of call center operations stands at approx. USD 350 billion. Even the call center outsourcing market has seen a steady growth over the last 5 years, and accounts to USD 75 billion currently.

Though these numbers portray a rosy picture for the call center industry, there are couple of challenges that the top management has to face on a day-to-day basis. Considering the fact that call centers are the world's toughest work environments, this is not surprising! Handling irate customers, dealing with crazy work timings and schedules, sustaining on the shoestring budgets and ensuring highest levels of customer satisfaction are just some of the challenges faced by the top management.

MAJOR CHALLENGES FACED BY THE CALL CENTER INDUSTRY
Call Center ServicesCall center industry is one of the most powerful sectors, which contributes majorly to the economies of Asian countries like India, Philippines, Malaysia, and China. As per the report published by a leading group, total spend of call center operations stands at approx. USD 350 billion. Even the call center outsourcing market has seen a steady growth over the last 5 years, and accounts to USD 75 billion currently.

Though these numbers portray a rosy picture for the call center industry, there are couple of challenges that the top management has to face on a day-to-day basis. Considering the fact that call centers are the world's toughest work environments, this is not surprising! Handling irate customers, dealing with crazy work timings and schedules, sustaining on the shoestring budgets and ensuring highest levels of customer satisfaction are just some of the challenges faced by the top management.

What Are the Problems Faced by the Call Center Industry?
There are umpteen challenges faced by the call center industry. Here is a list of some of the major challenges that the call center managers have to face frequently:

High Attrition Rate:

The call center industry suffers from a high attrition rate. Every time a trained agent leaves the firm, there are few people at hand to ensure the smooth execution of work. This forces the company to hire more people to balance out the attrition, which results into excess cost of recruiting, hiring, training and developing new staff.

Changing Geo-political Scenario:

Political situations in Europe and US can affect the call center industry drastically. Wars, bad economies, and citizen protests forcing the governments to pass bills preventing outsourcing can be major reasons for political unrest, and adversely affect the call center industry.
Increasing Client Expectations:

Satisfying irate customers has always been a difficult task, but the increasing customer expectations due to various social media channels and increased business competition has made the situation even worse.
Flat Organizational Structure:

The company structure at call centers is usually horizontal. The career prospects of the employees are usually limited and this results in the organization losing top talent. This flat work structure additionally demoralizes top performers from doing well, which hinders productivity and growth of the call center.
Lower Employee Engagement:

Call centers are not able to keep their employees excited and involved in their work. Due to the repetitive and stressful nature, call center jobs tend to become very monotonous and fail to keep the employees engaged.

Source:flatworldsolutions.com/