Zendesk is a service-based CRM company that builds software to improve customer relationships and provide the best customer service. Customer service software is the backbone of several organizations. The Zendesk support suite allows your business to have open conversations with customers. For the customer, there is no hidden process going on in the background disclaiming the same.
Errors can affect a lot of factors when it comes to customer assistance. The major role of customer service software is to provide support and allow tickets to be raised for each query from the customer’s side and then resolve as soon as possible.
Nowadays, IVR technology has made automated all processes in the call center sector. A wide range of call centers engage with us every day. However, there are some common mistakes to avoid when you plan to integrate Zendesk and a call center.
Call Center Integration For Zendesk
Zendesk is a complete platform that’s easy to use for customer service to help scale up your business productivity. Integrating Zendesk into the call center with the support of your phone system can help immensely. It can reduce employee work time and create more space to support customers with two-way synchronization of all your information. The best part is that this can help set up your work with just a few clicks.
Mistakes to Avoid When Integrating Zendesk and Call Center
Zendesk integration for call centers simplifies the work of customer service centers that support businesses or brands for products or services. Even today, 74% of people communicate via phone calls, significantly more than other mediums of contact.
Their long-term success or failure depends on their business aspects. Here are six mistakes that you note before setting up with them.
Promising Leading to Under Delivery
Clients are the most important part of our call centers. Without clients, there’s no revenue to invest in technology and people working on projects.
However, in an attempt to win a new client, the management team often overpromises on some results. This results in the original cost because customers claim that they don’t have the budget.
Don’t promise and then underdeliver to the sales team just because the company needs a client. In these cases, it’s better to wait till you find a more suitable client for call center management infrastructure and capability.
Lack of Training Programs
Most managers add staff to their teams as soon as possible to increase their productivity. However, this leads to poor call quality, subpar handling time, and other metrics that affect the call center’s SLAs. Sounds terrible right?
That’s why, training should be carried out properly when employees get trained effectively they perform well and are more likely to exceed expectations. Managers and supervisors should make sure to identify the agent’s knowledge and train them accordingly.
Poor Infrastructure
Spend some quality time learning about the possibilities of your organization. Zendesk call center is excellent at performing the integration of new data and resources -friendly. On the point of investment, many leaders focus on cutting costs on both customer and client sides as well.
Many call centers plan to shorten the costs by choosing the outsource team to work on the technology integrated with third-party platforms.
Unnecessary Complexity
With the negative feedback that calls centers can have, you might find customers reluctant to make use of them. It can be unclear the purpose of the call center and make more complex situations. The technology, along with the staff, forms the organizational structure of the call center.
Includes systems like IVRs, call recording, monitoring, maintaining all records, and more. Many choose to outsource technology with third-party vendors, which can save costs in the short run and provides unnecessary complexity in the long run.
No Focus on Goals
Most companies designed clear goals and focus on paper, but then simply pass the goals to subordinates without any explanation and the goals to be met. The result is a total disaster and a big disappointment for all employees working in a call center.
Management should involve floor managers and leaders in goal-setting tasks. In doing this, they should allocate to the teams and clearly explain the goal to be achieved.
Focusing on the Wrong Metrics
We have seen call centers play a vital role in fast and reliable responses. But, in all this, they often forget the metrics and what really matters here – as the number of tickets raised, trends, and patterns followed.
Always focus on the goals and metrics that contribute to the ultimate goal, not just the ones that are easy to manage and follow.
Frequently Asked Questions
What are three difficult things about working in a call center?
On a daily basis, the call center agents deal with stressful situations and higher call rates, they have to face emotional and frustrated customers. The work pressure is usually high and pay levels are low, ensuring the contact center experience for both staff and customers is poor.
What should you avoid in a call center?
The communication gap that should avoid in call center jobs are:
- Lack of knowledge on listening skills, and answering questions.
- Always choose careful words of choice while talking to the customer/ client.
- Customer focus is most important for success.
- Do not speak in the wrong tone of voice.
What is the problem with Zendesk?
Zendesk often faces issues with ticket types, which makes it easy to tie multiple queries reported by different names to a single problem report. Once the issue is resolved, the status of all other tickets is automatically set to solved, streamlining work for your IT team.
Summing Up
A successful organization, with the right leader and staff, comes aboard and improves its organizational levels high. The focus should stay on the right metrics which get audited consistently. Errors will happen, the instance of that being a risk taker to sort out the problem or find a solution for them.
