Having been on both sides of the fence as well as being in the back office where things are planned and implemented, I’m fairly well placed to talk about ways to improve Call Centres’ service to customers.
The work of Dr W Edwards Deming emphasises the concept of quality as being the real driving force behind excellent service, whether it’s in manufacturing or service provision. Too many organisations are driven by the idea of getting the most out of employees the quickest and for the cheapest price possible. Call centres (or contact centres or whatever other trendy names there are for such places) are an ideal example.
The majority of us will have had to deal with call centres at some point in our day to day affairs. Banks, credit card companies, local authorities, utilities, ISPs, and support lines are invariably users of the call centre concept. Now a sensibly planned, well implemented call centre which is manned by staff who aren’t slavishly bound to follow a script and who are allowed to use their brains and take ownership of issues seems to be a rare thing.
Let’s look at the actual process of dealing with a call centre.
Continue reading Call Centres And Customer Service