Call Centres
Call centres have grown to become a part of our everyday lives, we're forced to use them for everything and it’s not always a pleasant or productive experience.
We’ve all experienced navigating the menus, being on hold, proving who we are then explaining what we want to a series of people, on hold in between each.
And
then the quality, the communication skills and the helpfulness of the
people we speak to are not always of a consistently high level.
Whilst the experience for the consumer can be frustrating, the challenges that the call centres face in recruitment, training and management are immense.
There is a constant struggle to find enough of the right people and to ensure that they deliver a quality service at a consistent level.
Market forces have driven many call centres to offshore locations, but many people feel that this has made communication and quality even worse.
According to the Dataqmonitor report, 2007 Trends to Watch: Contact Center Outsourcing and Services, Peter Ryan, head of contact centre outsourcing analysis, said suppliers also face problems recruiting the right staff in the UK:
"Many cite an inability to find contact centre agents of a high calibre, and are frustrated at their unwillingness to stay in their role over an extended period of time. The result is an erosion of margin or higher costs being passed back to the client."
Imagine if there was a better way...