Archive for December 11th, 2007

The high price of call handling times

Tuesday, December 11th, 2007

I was at a large telco last week chatting to the manager of a 1,000 seat call centre.

We were talking through the inconveniences that agents have to go through in terms of navigating through a variety of systems just to give the customer what they needed, in this case upgrading their contract.

The problems were obvious in terms of the corporate systems.  Like any other enterprise, these were divided into functional silos paying little regard to the business process.  However, additional difficulty had been added by the use of complex spreadsheets as workarounds for missing system functionality.  Am I painting a grim picture?  Not at all – I see this in every large call centre, not to mention back office.  This is the norm for operational managers – they come to expect it.

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