{"id":3593,"date":"2005-08-19T13:21:32","date_gmt":"2005-08-19T13:21:32","guid":{"rendered":"http:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/e-commerce\/new-call-center-blog.html"},"modified":"2005-08-19T13:21:32","modified_gmt":"2005-08-19T13:21:32","slug":"new-call-center-blog","status":"publish","type":"post","link":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/crm\/new-call-center-blog.html","title":{"rendered":"New Call Center Blog"},"content":{"rendered":"<p class=\"MsoNormal\" style=\"MARGIN: 0in 0in 0pt\"><span style=\"FONT-SIZE: 10pt\">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 <a href=\"http:\/\/spaces.msn.com\/members\/callcenterstoday\/\">new blog<\/a> where he talks about how important call centers are to the US economy and how important it is to provide good customer service.<\/p>\n<p>With all the companies offshoring and thinking they have o have agents in third-world countries, he asks:<\/p>\n<p>Why aren&#8217;t\u00a0companies &quot;wowing&quot; customers today in the <country-region w:st=\"on\"><place w:st=\"on\">USA<\/place><\/country-region>?\u00a0 What is the real cost of bringing on new customers only to have them flee to the competition because of poor customer service experiences?<\/p>\n<p>Why do customers have to wait on hold for lengthy periods of time to reach call centers?\u00a0 Could it be because the <em>bean counters <\/em>are determining the number of agents needed and &quot;acceptable&quot; hold times based on historical data showing when\u00a0people tend to hang-up\u00a0in queue?<br \/>\u00a0<br \/>Why are Agents being hired who do not speak <em>understandable<\/em> English?\u00a0 Could it be because the <em>&quot;cost&quot;<\/em> of agents in third world countries is a fraction of wages here in the <country-region w:st=\"on\"><place w:st=\"on\">USA<\/place><\/country-region>?<\/p>\n<p>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 <country-region w:st=\"on\"><place w:st=\"on\">America<\/place><\/country-region> that what they are doing is good or bad. Losing customers however is a painful way to find out you have made a mistake.<br style=\"mso-special-character: line-break\" \/><\/p>\n<p \/><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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<\/p>\n","protected":false},"author":44,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[215],"tags":[],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts\/3593"}],"collection":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/users\/44"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/comments?post=3593"}],"version-history":[{"count":0,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts\/3593\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/media?parent=3593"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/categories?post=3593"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/tags?post=3593"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}