At Vital Link Outsourcing we are happy to be NOT in the call center business. We have often felt that there is a serious 'disconnect' between what the ultimate customer wants ( satisfactory service, a soft factor ) and what the immediate customer ( Ops manager ) wants ( productivity based on numbers, a hard factor ).
This kind of a business only results in unpleasantness all around. To the ultimate customer making the call, to the Company whose customer it is and to the service provider who is constantly pounded by clients who are barking up the wrong tree.
This cartoon from Dilbert puts it so succintly.
http://www.dilbert.com/2012-02-12/
This kind of a business only results in unpleasantness all around. To the ultimate customer making the call, to the Company whose customer it is and to the service provider who is constantly pounded by clients who are barking up the wrong tree.
This cartoon from Dilbert puts it so succintly.
http://www.dilbert.com/2012-02-12/
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