Rethinking Call Centers


 
Customer Relationship Management CRM > Forum

Rethinking Call Centers
Jaap de Jonge, CEO, Netherlands, Editor
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...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, 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, 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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