We almost always remove commercial postings from this Forum. However, we agree 100% with the sentiment of John’s message. Turning call centres into ‘Henry Ford’ type production lines is a worrying trend that contributes nothing to the quality of service that a company offers.
The difficulty is that, in financial terms, losses arising from poor service can be almost impossible to quantify.
Would anyone else like to share their views on this subject? What can be done to make call centres more effective (not just financially)? Is outsourcing a good idea? Should more be invested in training?