Rethinking Call Centers

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Rethinking Call Centers
Jaap de Jonge, CEO, Netherlands, Editor
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 9-1-2019

Learning from a Customer Complaint
Javier Elenes
This reaction has been moved by the Editor to the discussion:
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 20-1-2019

Rethinking Call Centers
Graham Williams, Management Consultant, South Africa, Member
Snap! In November 2018 I posted an article " 21-1-2019

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 21-1-2019


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