Rethinking Call Centers

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Rethinking Call Centers
Jaap de Jonge, Editor, Netherlands
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.

Matthew Dixon explains in an H...Sign up

From Call Center to Contact Center
Dwarica, Student (University), Trinidad and Tobago, Member
Call centers are evolving into contact centers, where the customerís experience is more personalized. As firms move towards leaner operations, contact...Sign up

Rethinking Call Centers
Graham Williams, Management Consultant, South Africa, Premium Member
Snap! In November 2018 I posted an article "Sign up

Rethinking Call Centers
Kenneth Salazar Saenz, Entrepreneur, Costa Rica, Member
Call centers like any other business environment are bound to evolve. Manufacturing environments are a very common phrase used to compare both natures...Sign up

Call Centres Working from Home
Maurice Hogarth, Consultant, United Kingdom, Premium Member
As I understand it, some call centres enable people to work from their home. They need a secure room but can then log on/off to intermingle work-times...Sign up

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