Call centres have grown to become a part of our everyday lives, we're forced to use them for everything and it’s not always a pleasant or productive experience. We’ve all experienced navigating the menus, being on hold, proving who we are then explaining what we want to a series of people, on hold in between each.
And then the quality, the communication skills and the helpfulness of the people we speak to are not always of a consistently high level. Whilst the experience for the consumer can be frustrating, the challenges that the call centres face in recruitment, training and management are immense.
There is a constant struggle to find enough of the right people and to ensure that they deliver a quality service at a consistent level.
Market forces have driven many call centres to offshore locations, but many people feel that this has made communication and quality even worse.
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