CHAPTER 18
An Inside Look at a Call Center
Let’s take a visit to a call center. Some of you may work in one, others may have drifted through, but some may never have had the opportunity to experience daily life in one, although we have certainly all called one! Over the years, I have had the privilege of working in many different call centers and visiting even more. Please note that the following scenarios outlined are not specific to any call center that I have worked in or have done business with, and you will want to thoroughly investigate the ins and outs of life in your call center after reading this. It is so very important to know exactly what is going on in your call center because the impact on the Customer is enormous. This is often how your Customer sees you or hears your message. Please try to wear all hats when reading the following, especially the Customer’s hat. If your business does not have a call center, you can still think of this through the mind of your frontline employees and the Customers you serve.
Imagine that today is your first day on the job as a new Customer Service representative. You walk in and see balloons and what appears to be a happy place. You check in with HR and are brought into a classroom. As you were walking to the classroom, you thought about how thrilled you were that you found a job where you can help people. At the front of the training room stands a cheery trainer excited to have you and the rest of the new recruits onboard. Training ...
