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What are some common problems encountered by call center agents?
Wiki User
∙ 15y ago
1. Angry customers/insults/arguing etc. Angry customers are prone to taking their frustration out on the closest thing they have to a cause of their problems. In this case, it's the CSR on the other end of the phone.
2. Lack of authority to resolve issues. Many customer service reps agree with the customer, but due to company policy are not allowed to resolve the issue.
3. Inadequate/missing tools. In many companies, CSRs do not have the tools they need to provide the information the customer needs or to resolve an issue a customer is having.
4. Poor environment/hours. A large number of reps work long (~14 hours) in buildings that in many cases are not air conditioned/heated.
Wiki User
∙ 15y ago
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