What Does it Take to Overcome the Competition in the Call/Contact Center Industry?


Many of the most commonly asked questions about the contact center industry concern the initial push as a startup. After all, it is when a business is at its most vulnerable, which means the slightest mistake can lead to major problems down the line. As such, learning what to focus on at the beginning is vital to help ensure a new business succeeds in a competitive environment.

While it might be a challenge at first, you’ll quickly learn the ropes and understand what works and what doesn’t, provided you make the right decisions early on. If you want to learn what it takes to overcome the competition in the call center industry, keep reading.

  1. Ensuring your company is compliant in the call/contact center

Let’s start with one of the simplest ways you can gain an edge over the rest of the competition – take note of the Telephone Consumer Protection Act (TCPA) and focus on abiding and general compliance. TCPA compliance is one of the most crucial parts of chasing success as a business owner in the call/contact center industry. Fortunately, you don’t have to do much to be compliant in your chosen industry. All you have to do is ensure that you and your staff understand and follow the necessary guidelines. For example, there are phone numbers that are part of the DNC (do not call) list, which means companies are forbidden from contacting the numbers by any means.

The guidelines also include the hours when a company can contact residents. Automated recorded calls are also not allowed. Fortunately, it’s easier than it seems, and companies that take the time to consider TCPA compliance are set to succeed in the industry.

  1. Creating a positive and supportive workplace environment

Without a doubt, call centers can be one of the more stressful workplaces for most people. While some areas around the globe thrive around the contact center industry, not everyone can handle the pressure—at least not without help. As a business owner, it’s your responsibility to ensure that your staff is ready to tackle the challenges that lie ahead.

Creating a positive and supportive work environment is mandatory, as the stresses of being a contact center can cause most people to leave without the necessary support.

  1. Using training modules the right way

Last but certainly not least, it’s vital that you use training modules the right way to ensure your agents are ready for the production floor. Most people find that training calls and the real thing tend to be night and day, especially due to the more complicated questions callers might have. As such, the best thing to do is to have your trainees sit in with your agents to give them an idea of what calls to expect.

Too many new agents leave due to the pressure, as the training hardly taught them anything of value. Ensure that your modules are up-to-date, and give your trainees vital coaching sessions.

To be successful in the contact center industry is to take care of your agents and to use the best apps and software available to propel your company to the top.

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