Call centres are a major employer and a major user of IT. If you’re tasked with running one, or with helping to provide the technology systems used by one, here are six simple “don’ts” to bear in mind.
A new ATM design incorporates video-conferencing, meaning you can chat with a teller even if there’s not a branch around. How tempted would you be to use one?
When you’ve got a phone or Internet problem and you’re stuck dealing with some under-informed and unpaid minion at a call centre, it’s hard to escape the feeling that the issue could be easily resolved if you could just get hold of the right person. Research by the Telecommunications Industry Ombudsman (TIO) suggests you’re not wrong.
According to Roy Morgan, the Good Guys and Retravision top the list. Hit Danny’s post at Gizmodo for all the stats, plus why Harvey Norman aren’t on the list (no, it’s not because of their online cluelessness). [Gizmodo]
If you’re forced to ring an inbound call centre, you want your call routed to the most useful person as quickly as possible. But do you want your voice analysed in real time to detect just how aggro you are?
Booing is the standard way for audiences to show their lack of appreciation for a sub-standard performer. But could the practice also be extended to other situations where you’re not getting what you expect?
