Customer call centers invite trouble when they deviate from the maxim that an existing customer who has paid good money deserves respect; ironically most businesses are aware that it’s easier to retain a customer than go for a new one.

Poor customer perception of business call centers is not industry-specific. Its spread across industries covering businesses of all sizes. Too often, businesses lose sight of customer requirements and in an effort to improve operational efficiencies they cut corners and try to reduce costs. This affects call center performance.

If you are running a call center, you should know where the trouble lies; here are some of the issues that are pet customer peeves

* Having to make more than one call and then talking to more than one customer representative
* Having to stay on hold, deal with IVRs and a menu that is anything but easy to use.
* The absence of dedicated executives, so that each call is a new beginning where the problem has to be explained afresh.
* Poorly trained executives who more often than not escalate the issue to their seniors while you are put on hold.
If you wish to improve your customer’s experience when interacting with your call center, here are a few things that you need to understand –

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