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Systems and people - Systems Issues
| Systems and peopleIn call center environments electronic systems, you might expect, are critical factors in the operation of the center. You must have the latest technology and have it in place and functioning. No two way about it. But the PEOPLE, the employees are as essential! You must attract the right persons because they are the face of the organization. When a person in a town in Maine picks up his or her phone and contacts a call center for an inquiry, a health consultation, purchase a flight ticket, register a complaint, all sorts of different things, they may be talking to someone in the Dominican Republic, India, Kuwait, or wherever. That voice, which is all yuo have in your awareness, must be cheerful, positive, ready and willing to help, and, most important, one that will leave you satisfied with the service. Sustems? Yes, important. But the same old human beings are really essential. |
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