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call center procedures

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braun

call center procedures

When it is that we are focusing on call center procedures, we would really need to focus on all that can be accomplished, mainly depending upon what it is that has to be achieved.
#1

India
Thank author of this post/comment"what it is that has to be achieved"

Herein lies the biggest problems with call centers.

What is to be achieved!

For the customer, satisfaction.

For the call center agent, satisfying the customer.

For the business, getting the call center agent off the phone as fast as possible!

Too bad the business achievement is contrary to the needs of the customer and call center agents!

#2

Arizona, Mesa
Thank author of this post/comment""what it is that has to be achieved""

You got those goals correct, Wilbur. And you're also right about the business' goal of getting the agent off the phone as fast as possible is not really helpful to agents and to customers.
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