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Working in a call center, call volume is the be-all and end-all, despite the nods higher-ups make to quality and customer satisfaction. What matters most is how many calls I answer… not how many people I assist or educate or, God forbid, improve the days of during those calls.
In this week’s Tales from the Call Center, Nicole Nagy asks the increasingly desperate questions that occupy the minds of many customer service employees. Not the least of which is this: What happens when you have to pay the rent somehow but your job makes you sick to your stomach?
“Working in a call center, it’s hard to relax. The next call could literally be anything. One small victory overshadowed by the complexity of a new problem I may not be able to solve, and the bad calls leave deeper and longer-lasting emotional imprints on minds and souls. Do we cling to small victories because the alternative is to sink into despair?”
Tales from the Call Center: “I’m supposed to be the antidote to the automated telephone system, but it doesn’t always feel that way. Couldn’t I help people more effectively if we could just interact like human beings? Productivity and efficiency are buzzwords in the business world, but is it working?”
When an client leaves a company it’s never because of one moment. It’s always because things were building over time. You never know when someone has reached the tipping point.
In 4 experimental studies, psychologists showed that that “customer verbal aggression impaired the cognitive performance of the targets of this aggression. In other words, when you yell at someone, their brain shuts down…
What kind of answers make loyal, repeat customers? The ones that say, “I care about you more than I care about making this sale.”
It takes a dream to build a business. But turning your dream into reality? That takes reality testing. Here are six reality checks to keep you on track.
