Follow the Experiences of an Outsource CSR

There’s been some lively discussion around here about outsourcing, both positive and negative. In a moment of synchronicity, I came across a new blog, Call Center Hijinks written anonymously by a CSR who is starting a job at a 3rd party call center that takes customer service calls for 6 different companies. Readers in the call center industry might find it interesting following his posts. I hope he keeps posting and begins to allow comments from those of us outside of Blogger.

So far:

  • The call center provided 6 weeks training
  • Training consisted of phone and classroom
  • Everyone passed the test, no matter the score and results were destroyed
  • There was a week "nesting" with trainer, taking about 4 calls a day and coaching on each one
  • "Quality" scores are completely driven by metrics

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