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Rethinking Call Centers
Jaap de Jonge, Editor, 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 H...
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From Call Center to Contact Center
Dwarica, Student (University), Trinidad and Tobago, Member Call centers are evolving into contact centers, where the customer’s experience is more personalized. As firms move towards leaner operations, contact...
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Rethinking Call Centers
Graham Williams, Management Consultant, South Africa, Premium Member Snap! In November 2018 I posted an article "
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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...
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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...
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