Call centres and contact centres in general are the bane of life. Nobody really wants to talk to a call centre agent unless they really have to. Few customers understand what goes on with the call centre agents at the other end of the phone. Frankly customers just don’t care - and it shows. Customers can be tough and the job is repetitive and monotonous.
But that’s just the half of it. From my hundreds of interviews with call centre agents, the single biggest issue they face is not the way customers treat them but instead - how management treats them. More precisely how they feel management treats them. Employee engagement is key to Contact Centre Operations.
FACT: Happy employees = Happy Customers
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1 comment:
Good words.
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