Please Leave all sense of Reality at the Door
It’s no secret that I don’t hold call center management in high regard. I think the main reason is that I once worked in a call center as an operations manager. I saw with my own eyes the stupidity that was management as they consistently blamed poor performance on employees whose only fault was in trying to satisfy their manager.
I saw team level managers given goals that were diametrically opposed to each other. But because they wanted to keep their position, they agreed to do the best they could.
The problem with a call center environment is not the work, o even the management. It’s the constant moving out of reality that causes the problem. There are many people that actually like customer service and don’t mind phone work. The problem is when they’re given such ridiculous things to do in addition to satisfying the customer on the telephone that the job runs into trouble,
Who thought up the idea of up selling to people calling into a call center with complaints? The customer is upset or angry that the product originally purchased doesn’t work correctly but the phone agent is expected to try and sell them more stuff! How stupid do you think the customer to be?
Managements answer is that they were stupid enough to buy from them in the first place.
Oh well…