These days, more big companies outsource their call center agents. Aside from the fact that call center agents abroad can provide the same quality service, their rates are a lot cheaper. These is why when you seek for help from call centers you will hear native sounding speakers, but are actually from other countries. Among the most popular countries for outsourcing call centers are the Philippines, India and Malaysia. For companies based in English-speaking countries, they need to hire people who can speak just like native English speakers, but are paid less.
Though it sounds great for the companies, it could spell disaster for the clients. No matter how competent these outsourced call center agents are, there are instances in which the not so qualified agents are the ones who will answer your call. Thus, there are issues in regards to finding it hard to speak with call center agents and communicating with them. Some clients have a hard time understanding the accent and pronunciation of the agent. There are also those who cannot relay the problem clearly or receive the instructions well. Though this does not happen all the time, there are instances in which it could possibly happen. Thus, if you are faced with this problem, what should you do? Here are some tips for you:
• Look for other options aside from calling the hotline. You might want to start by looking at the website of the company. Check the FAQ section and you might just find the answers you need. You can also send your questions via email or live chat. Some companies also have social media outlets where you can send your queries and prompt responses will be given. In short, you don’t have to rely on calling for help via hotline since the answers may be found through other means.
• If you are stuck with an agent who might not be able to help you, then look for someone who could provide a better service. Politely request for an agent change. You might be redirected to another agent or you can speak with the team leader of the said agent. Hopefully, this time, you will find the right agent to speak with.
• Try speaking clearly or you may request the agent to do the same. Sometimes, even if you are speaking with native English speakers, you might still encounter difficulty in understanding them. Thus, you need to find a way to speak with each other in such a way that both sides can understand what is being said.
• Request to be transferred to a different line. There are times that it is not just the speaker who has a problem. In fact, there might be no problem with the agent at all. It could be the phone lines that are problematic. Thus, if you will request for line transfer, it might be easier for you to be understood.
You call the hotline since you need a quick and honest response, but there are times that you need to find ways to make sure that there will be no problem with your transaction with the call center agent.