Rethinking Call Centers

Customer Relationship Management
Knowledge Center

 

Next Topic

Customer Relationship Management > Best Practices > Rethinking Call Centers

Rethinking Call Centers
Jaap de Jonge, Management Consultant, Netherlands
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
 

Please register now to read all responses and to join this discussion yourself. It's easy and 100% free.

    Log in

 
From Call Center to Contact Center
Dwarica, Student (University), Trinidad and Tobago, Member
(...)
 

 
Rethinking Call Centers
Graham Williams, Management Consultant, South Africa, Premium Member
(...)
 

 
Rethinking Call Centers
Kenneth Salazar Saenz, Entrepreneur, Costa Rica, Member
(...)
 

 
Call Centres Working from Home
Maurice Hogarth, Consultant, United Kingdom, Premium Member
(...)
 

         
Special Interest Group Leader

Interested? Sign up for free.


Customer Relationship Management
Summary
Forum
Best Practices


Customer Relationship Management
Knowledge Center

 

Next Topic



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2020 12manage - The Executive Fast Track. V15.3 - Last updated: 20-1-2020. All names of their owners.