Call centre queues

I am going to write a trilogy of blog posts about call centre queues. It is something which technology has given us and in the age of communication we care not communicating effectively when it comes to customer service through call centres. We have also created a job which is demanding and tough. This video is interesting because the CEO of a company has been into the call centre for his company to gain experience and knowledge. The staff member mentoring him is one who is a designated “escalated calls” resource. The issues around call queues and call centres needs t be addressed. Technology ought to be facilitating customer-business communication but it is evident that it becomes a trap for all concerned and one we are largely ignoring. We should look at it and find some resolutions to pressure cooker situations on the phone.

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2 Responses

  1. i watched the video and it was interesting. I work in a “semi” call centre. My calls are mostly from within the company although I have worked in an inbound call centre before. I’ll be interested in the rest of your series of entries…

    Like

    • Yes. It’s been interesting looking at this. Some places are so great and others do the run around with call centres. We have done this to ourselves. It has been highlighted for me because I had to keep dealing with call centres while I was on my internet and phone break. I was very mindful those people had got up and gone to work but then I was stuck with a pretty tricky situation.

      Liked by 1 person

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