Call Center Environment
Get around a call center for any time and the systemic issues or attrition, customer experience and operational integrity will come up in any conversation. After all these years, it’s interesting to note that the same exact issues that plagued the industry decades ago are still with them.
What comes to mind is the definition of crazy…
that is, doing the same thing over and over again expecting different results. This, unfortunately is the life of call centers and that environment. Management continues to spout great speeches about the importance of customer service while lowering the morale and effectiveness of their primary customer service and support organization. This is just plain short sighted but has been going on for years.
The attrition, or loss of experienced employees continues unabated while management continues to be “alarmed.” Alarmed!? Because people don’t want to be treated poorly for lousy wages and few benefits? Oh please! Get your head out of the sand and take a look at the real world. Walk a mile in the typical employees shoes and management would quickly see that the real problem is…. poor management. Go figure!