Rethinking Call Centers

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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 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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  Dwarica, Student (University), Trinidad and Tobago
 

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More on Customer Relationship Management
Summary
Forum
🔥Relationship Between Employee Retention and Customer Relationship Management
Rethinking Call Centers
Stages of Customer Service Transformation
Best Practices
🥇Framework for Monitoring Customer Service
🥈CRM: What Forms a Strong Customer Relationship?
🥉What is the Impact of CRM on Organizational Performance?
Theories of Customer Relationship Management (CRM)
Why Customer Relationship Management? What Makes CRM Viable?
CRM in University Set Up
Customer Intimacy > WHY?
Social Customer Relationship Management | Social CRM
CRM in a Non-profit Context
Business Relations in Corporate America
The CRM-paradox by Nguyen
CRM in a Monopoly Situation
CRM in Military Organizations?
Customer Relationship Management as a Strategic Development Philosophy
Healthcare CRM Models?
6 Markets Model (Payne, 1995)
CRM Practices in FMCG Sector
Managing Customer Complaints
Relationship with Company or with Employees?
Start CRM with Fixing Fragmented Customer Service Processes
Advanced Customer-Oriented Strategy: Customer Advocacy
An Extreme CRM Case: Front Office
Increasing Student Retention using Higher Education CRM
Six Relationship Management Interaction Processes (Geersbro and Ritter) for International Relations
Customer Relationship Management Metaphor
More CRM Strengths / Benefits
Tool to assess CRM maturity?
Customer Relationship Management History
CRM in Government
Special Interest Group Leader

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