“This is the wake up call that the industry needs,” insists Natalie Calvert, managing director of customer service consultancy Calcom.
“Businesses treat training as a box ticking exercise, spending millions trying to streamline the service operation and re-engineer processes that have no impact on the customer. Call centre staff are demotivated and being asked to do more for less all the time, and this survey should serve a reminder that businesses should invest in service and the people on the front line to change this perception.”
Rufus Grig, managing director of CallMedia agrees the image problem is likely caused by the way call centres are managed, rather than reflecting the staff themselves. “The frustration people feel at being kept in queues, the poor experiences of being transferred, high pressure and inappropriately targeted outbound campaigns and lack of empowerment of front-line staff are not the fault of the people on the phone but of the systems that restrict them.”
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