TITLE

Wishful Thinking

AUTHOR(S)
Kuehn, Richard A.
PUB. DATE
December 2005
SOURCE
Business Communications Review;Dec2005, Vol. 35 Issue 12, p66
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article presents its author's view on customer services. The author says that he has no such problem with automating many repetitive tasks. But there is a increasing tendency to take things too far. Outbound call centers need to think about service they provide. They should stop overdriving their automatic dialers. Automated systems are cost-effective in large part because they decrease labor costs, but something they seem to be missing from the return-on-investment calculations. The long-term effect lack of human contact has on the total customer experience and, ultimately, on sales. Some of the call centers are adding their automated systems with outsourced teams. Often the outsourced agent has little knowledge of anything that's not covered in the script that's in front of them. When added with technical transmission dilemmas--voice compression and/or IP connections--many conversations are either very strange or completely unintelligible. Cellular telephones still take the prize when it comes to the issue of unintelligible conversations.
ACCESSION #
19414274

 

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