Steve Brubaker is one of the nicest people you will meet in the call center business and he knows his stuff, really well. This is why I was so excited to read his new blog where he talks about how important call centers are to the US economy and how important it is to provide good customer service.
With all the companies offshoring and thinking they have o have agents in third-world countries, he asks:
Why aren’t companies "wowing" customers today in the
Why do customers have to wait on hold for lengthy periods of time to reach call centers? Could it be because the bean counters are determining the number of agents needed and "acceptable" hold times based on historical data showing when people tend to hang-up in queue?
Why are Agents being hired who do not speak understandable English? Could it be because the "cost" of agents in third world countries is a fraction of wages here in the
It is no secret that more customer service agents are being off shored by the day and invariably the quality of customer service keeps diminishing. Customers will ultimately tell corporate