Rethinking Call Centers

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TRADITIONAL CUSTOMER SERVICE Experiences of callers with help desks and customer service representatives are typically not positive. At the same time, customer service jobs are typically not viewed as very attractive. The main reason for that is that call centers are typically organized like a manufacturing factory, with many people in large rooms with headsets on, following detailed, predefined scripts and fighting to decrease the waiting queue and their individual handle time per customer. There is little room for initiative and service reps typically work individually, unless escalation is needed to a second line rep. Management is done by "supervisors". No wonder also that turnover rate among call/help center personnel is very high, around 27% annually. A NEW APPROACH TO CUSTOMER SERVICE Matthew Dixon explains in an HBR article how T-Mobile has taken an interesting, very different approach, giving reps better training, putting them together in shared spaces so they can collab (...) Read more? Sign up for free

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