Call Center Reality
Call Centers continue to be managed with people being blamed for the lack of efficiency. Until manager recognize they are not robots, it will be impossible to fix the systemic problems in this environment. What’s interesting is there are some call centers that actually have a less than 20% attrition rate.
These are the exception and not the rule however with most having 50% or higher employee turn over rates. Hmmmm
The More Things Change, the More Things Stay the Same
I’ve been away from directly working in call centers for about five years. When I left, the discussions were around service levels, high attrition rates, technology and workforce management.
And now five years later, I’m reading call Center Magazine and getting caught up on the latest in the field in the discussions are around
service levels
high attrition rates
technology
and workforce management
Over five years, and the basic problems and challenges still have not been resolved. Something is wrong
Call Centers are Coming Back
Word is that call centers are making a comeback here in the United States. Apparently giving people in India English and American culture lessons wasn’t enough to make them good at customer service.
Thing is that this type of thinking is just plain wrong. They aren’t good at customer service for the same reasons Americans weren’t very good at it. Take away all reasoning skills and demand that they follow a script on the computer screen and anything that doesn’t fit into that scenario will have a dis satisfied customer on the other end.
The people in India, like those in America are hard working but cannot overcome poor management