Creaghan Harry - Top Six Issues Call Center Services Often Face In The Saturated Market Scenario

Call centers are forefront of customer services. Call center jobs are very demanding. The customer satisfaction is the motto of this industry. Therewards in this industry are very attractive.The job is very challenging. The employees have to deal with long work hours, grumpy customers, sales and target demands. This industry again, despite various perks has their own drawbacks. This industry is very volatile as it is very much economy driven and dependent.

Call centers in saturated market

The current situation of the labor market can be estimated by the saturation rates in call centers. The converse is equally true. What however, affects the call centers by the change in economic situation is the employee layover, targets and salary. Creaghn Harry states the employee layover in case of any negative market scenario is a given.

Market Saturation refers to the point when further growth in sales is not possible. And customer demands cannot be made further.

Six issues call center services often face in a saturated market are as follows:

·         Employee attrition: When the market becomes saturated, there is a high chance that the attrition rates may outgo 100% each year. This will in turn lower the performance levels. Because the employees are already in a defensive position. The labor market is obviously affected.

·         Wage inflation: The probable way to deal with the market saturation is to increase the wages.

·         More competition: It is important to determine the competitors, and their strength and weakness. It is imperative that you take in the best agents as an employer, rather than losing them to your competitors.

·         Labor longevity: If the market is saturated, say that there are 400 jobs in the market before they reach the saturation levels. So, it says it will be a few years before 10 new call centers open up.

·          Dissatisfaction with customers: Dissatisfaction with job may be translated into bad customer service. It may so happen that the employees in the lack of proper incentives and promotion, this may lead to negligence with the job. CreaghanHarry says any indecent behavior with the clients is accounted as a sin in the BPO industry.

·         Employees may ultimately leave jobs because market saturation does not provide further room for career growth and incentives. And this industry being highly taxing and exploitive, call center agents do not find it fruitful or enough to keep working in it without any growth and incentives.

The BPO industry is very target oriented and taxing. And it is dependent on the market and economy. It depends upon a lot of factors, the present infrastructure and IT or Information Technology Industry has a lot. The communication technology and other aspects of this industry will indirectly affect the BPO or Business Process Outsourcing. In spite of various targets, the call agents have to adhere to their job roles assigned. They have to interact with the customers in a pleasing voice and manner. Otherwisetheir jobs may be in jeopardy.