I received a call yesterday from a client who related a very common scenario. They have a network of offices who have, for years, supported one of the company’s product lines. Between all of the office locations they take tens of thousands of calls each month, but they have – for years – insisted that they aren’t a call center!
Then I spoke with another friend who works for a non-profit organization taking a large number of calls each month for information and donations. They’ve finally woken up to the fact that, by default, they are operating a small call center and they need to create some consistency in the level of service they provide on the phone. Bravo!
"Call Center" can be such an ugly word for some. The term raises mental images of dark, cavernous warehouses with hundreds of cubicles and sweat shop like conditions. In reality, it only takes one person whose primary job function is spending time on the phone with customers, dealers or vendors – and you’re, by default, operating a call center.
You can bury your head in the sand, live in denial and ignore the fact that those people on the phone are having hundreds or thousands of "moments of truth" each day in which your company’s reputation and livelihood is on the line. Or, you can also choose to approach this reality with proven Quality Assessment principles and methods that will bring a higher level of consistent customer service, customer satisfaction, and customer retention.
What will it be this year?