The Most Difficult Account to Manage in a Call Center: A Comprehensive Ranking

Choose the account you think is the most difficult!

Author: Gregor Krambs
Jun 16, 2023 10:17 (Updated on Dec 2, 2023 16:42)
Step right up and join the thrilling debate on StrawPoll, where we're on a mission to uncover the most challenging account to manage in the chaotic world of call centers! With thousands of polls and rankings on diverse topics, we're excited to invite you to cast your vote in this hotly contested battle. Will it be managing the ever-complaining customers, or perhaps juggling the high-stakes accounts that demand constant attention? The choice is yours, and if you think we've missed the mark with our options, don't hesitate to suggest your own! Dive into this whirlwind of opinions, and let's unravel the enigma of the call center's toughest account together!

What Is the Most Difficult Account to Manage in a Call Center?

  1. 1
    Technical support can be one of the most challenging accounts to manage due to the complexity of the products and services being offered. Agents must have extensive knowledge of the product and be able to troubleshoot a wide range of technical issues.
    Technical Support is a specialized account in a call center that provides assistance and troubleshooting for technical issues related to products or services.
    • Skill Set: Requires advanced technical knowledge and expertise in the relevant products or services.
    • Problem-solving: Involves diagnosing and resolving complex technical issues reported by customers.
    • Communication: Strong verbal and written communication skills to effectively explain technical concepts to customers with varying levels of technical expertise.
    • Multi-platform support: Ability to assist customers across different platforms such as computer software, hardware, mobile devices, or network infrastructure.
    • Troubleshooting tools: Proficient in using specialized diagnostic tools and software to diagnose and resolve technical issues.
  2. 2
    Debt collection can be a challenging account to manage due to the sensitive nature of the calls. Agents must be able to handle difficult and emotional conversations while still following strict legal guidelines.
    Debt Collection is an account category in a call center that focuses on the recovery of outstanding debts from individuals or businesses. It involves contacting debtors through phone calls to negotiate repayment plans or to urge them to settle their debts. The goal of Debt Collection is to recover unpaid debts and improve the financial position of the company or organization that owns the accounts.
    • Target Audience: Individuals or businesses with outstanding debts
    • Communication Channel: Phone calls
    • Recovery Methods: Negotiation, settlement urging
    • Goal: Debt recovery and improving financial position
    • Legal Guidelines: Compliance with debt collection laws and regulations
  3. 3
    Healthcare accounts can be challenging due to the complex and often sensitive information that is being discussed. Agents must have extensive knowledge of medical terminology and be able to handle sensitive patient information.
    Healthcare in British Columbia refers to the industry that provides medical services, care, and support to individuals in need. It encompasses a wide range of professions and services aimed at promoting health, preventing illness, diagnosing and treating diseases, and assisting patients in their recovery. The healthcare sector plays a crucial role in ensuring the well-being of British Columbians.
    • Employment Opportunities: Abundant job prospects with a high demand for healthcare professionals.
    • Diverse Professions: Various roles available, including doctors, nurses, technicians, therapists, pharmacists, and administrative support staff.
    • Advanced Facilities: Access to state-of-the-art medical facilities, hospitals, clinics, laboratories, and research centers.
    • Public and Private Sectors: Healthcare opportunities in both publicly funded healthcare organizations and private sector institutions.
    • Competitive Salaries: Attractive wages and benefits for healthcare professionals.
  4. 4
    Insurance accounts can be challenging due to the complex policies and procedures involved. Agents must have a good understanding of insurance policies and be able to explain the details to customers.
    The Insurance account is a complex and challenging account to manage in a call center. It involves providing customer support and assistance related to various insurance products and services.
    • Wide range of policies: Dealing with different types of insurance policies such as auto, home, health, life, and more.
    • Policy inquiries: Handling customer inquiries about their policy details, coverage, premiums, and claims.
    • Claims processing: Assisting customers in filing insurance claims, explaining the claim process, and tracking their claim status.
    • Policy modifications: Helping customers with policy changes, such as adding or removing beneficiaries, updating contact information, and adjusting coverage levels.
    • Coverage explanations: Providing detailed explanations of insurance coverage, deductibles, exclusions, and other policy terms.
  5. 5

    Financial Services

    Call Center Solutions Inc.
    Financial services accounts can be challenging due to the complex nature of financial products and services. Agents must have a good understanding of financial products and be able to explain them to customers.
    Financial Services is an account in a call center that primarily handles customer inquiries, issues, and transactions related to financial products and services. This account can be challenging due to the complexity of financial regulations, diverse product offerings, and the need for accuracy and privacy in handling sensitive customer information.
    • Complexity Level: High
    • Product Range: Wide variety of financial products
    • Regulatory Compliance: Strict adherence to financial regulations
    • Data Security: High level of privacy and protection for customer information
    • Customer Knowledge: In-depth understanding of financial products and services
    Financial Services in other rankings
  6. 6
    Travel accounts can be challenging due to the constantly changing nature of travel schedules and plans. Agents must be able to handle changes to travel plans and provide solutions to customers.
    Travel is the act of moving from one place to another for various purposes such as tourism, business, education, and more. It allows individuals to experience different cultures, environments, and lifestyles, while also broadening their perspective and worldview.
    • Mode of Travel: Air, Land, Sea
    • Requirements: Valid travel documents, such as a passport and visa if applicable
    • Cost: Varies depending on destination, duration, and mode of travel
    • Accommodation: Hotels, Hostels, Resorts, Apartments, Campsites
    • Activities: Sightseeing, Adventure sports, Cultural Events, Shopping, Nightlife
  7. 7
    Retail accounts can be challenging due to the high volume of calls and the need to provide excellent customer service. Agents must be able to handle customer complaints and provide solutions in a timely manner.
    Retail refers to the industry that involves the selling of goods or services directly to consumers. It encompasses a wide range of businesses such as department stores, shopping malls, supermarkets, specialty stores, and online retailers. In British Columbia, retail plays a significant role in the economy, providing employment opportunities and contributing to the growth of the province's commercial sector.
    • Job Availability: Numerous job opportunities are available in the retail sector.
    • Customer Service Skills: Strong customer service skills are essential for success in retail.
    • Sales Techniques: Knowledge of effective sales techniques is valuable in retail.
    • Product Knowledge: A good understanding of the products being sold is necessary.
    • Visual Merchandising: Creating appealing displays to attract customers.
  8. 8
    Government accounts can be challenging due to the strict regulations and procedures involved. Agents must be able to follow specific guidelines and provide accurate information to customers.
    The Government account is one of the most challenging accounts to manage in a call center setting. It involves handling calls and inquiries from government entities, agencies, and departments at various levels of government.
    • Coordination with Agencies: Agents may need to coordinate with various government agencies to provide accurate and comprehensive assistance, adding an additional layer of complexity.
    • High Call Volume: The Government account typically receives a high volume of calls due to the large number of government organizations and the diverse range of services they provide.
    • Complexity: Government-related issues often involve intricate legal, administrative, and policy frameworks, making the account challenging to handle.
    • Specialized Knowledge: Call center agents need to possess in-depth knowledge about government procedures, regulations, and programs to provide accurate information and assistance.
    • Varied Inquiries: The Government account may receive inquiries related to taxation, healthcare, social services, permits/licenses, and more, requiring agents to be versatile and well-informed.
  9. 9
    Energy accounts can be challenging due to the technical nature of the products and services being offered. Agents must have a good understanding of energy systems and be able to troubleshoot technical issues.
    The 'Energy' account is one of the most challenging accounts to manage in a call center. It is a service provided by an energy company, offering various types of energy solutions to residential and commercial customers. This account requires specialized knowledge and skills to handle customer inquiries, resolve issues, and provide accurate information on energy plans and products.
    • Scope: The 'Energy' account covers residential and commercial customers seeking energy solutions.
    • Multiple service types: The account involves managing different energy services such as electricity, natural gas, and renewable energy products.
    • Complex billing and pricing: The account requires agents to understand and explain complex billing structures, tariff rates, discounts, and special offers.
    • Technical knowledge: Agents must possess technical knowledge about energy meters, consumption calculations, and energy-saving measures.
    • Compliance with regulations: Agents need to be well-versed in energy regulations, market standards, and customer rights, ensuring that all processes align with legal requirements.
  10. 10
    Telecommunications accounts can be challenging due to the constantly changing technology and the need to provide excellent customer service. Agents must have a good understanding of telecommunications products and be able to troubleshoot technical issues.
    Telecommunications is an account in a call center that involves managing customer inquiries and technical issues related to telecommunication services such as phone, internet, and television. It requires extensive knowledge of various telecommunication networks, devices, and services.
    • Knowledge requirement: Extensive knowledge of telecommunication networks, devices, and services
    • Technical skills: Ability to troubleshoot and resolve complex technical issues
    • Customer service skills: Excellent communication and problem-solving skills for providing effective customer support
    • Multitasking: Ability to handle multiple customer inquiries simultaneously
    • Product knowledge: In-depth understanding of the telecommunication services offered by the provider

Missing your favorite account?


Ranking factors for difficult account

  1. Complexity of the account
    An account that requires specialized knowledge or deals with complicated products or services is harder to manage. The more complex an account, the more difficult it will be for agents to understand and solve customer issues, which may lead to longer call durations and more callbacks.
  2. Call volume
    Accounts with higher volumes of incoming calls require more agents and resources to manage effectively, making it more challenging to maintain service levels and customer satisfaction.
  3. Customer behavior
    Accounts with customers that have a higher likelihood of being irate or difficult to handle can be more challenging for agents to manage, leading to increased stress and potential burnout.
  4. Level of required customization
    Accounts that require an exceptionally high level of customization or personalization, such as dedicated account managers or unique service-level agreements, are inherently more challenging to manage.
  5. Compliance and regulations
    Handling accounts in heavily regulated industries or with strict compliance requirements can increase complexity for call center agents and account managers.
  6. Language and cultural barriers
    Accounts that cater to customers in multiple languages or with varying cultural nuances may be more challenging to manage due to the additional communication barriers.
  7. Technology and tools
    Accounts that require the use of multiple systems or tools may be harder to manage, as agents need to navigate and manage these tools effectively to provide excellent customer service.
  8. Performance metrics
    Strict performance goals, such as high service level requirements or short average handle times, can make an account more challenging to manage.
  9. Seasonal variations
    Some accounts may experience high call volumes at specific times of the year, such as holiday seasons or other peak periods. Managing such accounts can be more difficult due to the need to allocate resources and staff appropriately to handle these seasonal fluctuations.
  10. Attrition and agent turnover
    Accounts with high levels of agent turnover or frequent training requirements may be more difficult to manage, as they require constant attention to maintaining a skilled and knowledgeable workforce.

About this ranking

This is a community-based ranking of the most difficult account to manage in a call center. We do our best to provide fair voting, but it is not intended to be exhaustive. So if you notice something or account is missing, feel free to help improve the ranking!


  • 135 votes
  • 10 ranked items

Voting Rules

A participant may cast an up or down vote for each account once every 24 hours. The rank of each account is then calculated from the weighted sum of all up and down votes.

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More information on most difficult account to manage in a call center

Managing accounts in a call center can be a challenging task, especially when dealing with difficult customers. Certain accounts may require more attention and expertise than others, making them particularly difficult to manage. Factors such as the complexity of the product or service being offered, the level of customer satisfaction, and the frequency of calls can all contribute to the difficulty level of managing an account. In this article, we will explore some of the most difficult accounts to manage in a call center and provide insights into how to handle them effectively.

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