1: They don’t know how to fix the issue
This is the number 1 reason issues don’t get fixed. Lack of training, constantly changing policies and offers, consistent turnover that means newbies on the floor every 10 days…and so on.
2: They don’t care about fixing the issue
It may surprise you (it did me!) to learn that many people work for reasons unrelated to “I want to do a good job and achieve something”. Pocket money, meeting romantic partners, having fun, making friends, or just getting a line on a resume may all be the reason Tootums is more interested in taking long breaks than helping your customers.
3: They aren’t empowered to fix the issue
This really grinds my gears. The company breaths down the vendors’ necks to find out why their NPS score is so low…only to find out that there’s a mandatory 7 minute AHT, after which a manager *must* get on the line, no matter how the call is going. (True story!).
4: They are overwhelmed or intimidated by the customer
Some customers come on the line like a charging rhino- swearing, yelling, threats, huffing and puffing. For many of your reps, who might be 18 year old-s at their first post school job, this can be very upsetting and scary.
5: They have decided that arguing with the customer is more satisfying than fixing the issue
This is admittedly rare, but for about 5% of reps (usually those in collections, tech support, or sales), they seem to enjoy arguing with the customer more than fixing the problem. Maybe because it’s a change in their boring daily routine?
6: The client company policy is forcing their hand
Mandatory Early Termination Fees. Low, low, low bandwidth caps. A limit to refunds. A Byzantine return policy. Why, MegaCorp, why?
7: The vendor company (you!) policy is forcing their hand
Sometimes the policy of the company that handles the outsourcing is at fault. When you count seconds as “over break”, you tend to alienate your labor force.
8: They are distracted by personal issues
Breakups, family problems, money issues…you know the drill.
9: They literally don’t have the ability
Also rare, but sometimes a rep is just…wrong for the job. They’re shy, easily confused, not verbally inclined, or just…not over-blessed with brains.
10: The customer is in the wrong or the issue is un-fixable
We’ve all been there. Sometimes the situation doesn’t require customer service, it requires triage and patience. And a coffee break.
