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Old 05-03-2013, 04:49 PM   #92
duncan_idaho duncan_idaho is offline
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Join Date: Apr 2001
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Just to set the scene, here are a few things that happen when a call center is run inefficiently (not answering calls in timely fashion):

1) Queues build up, and customers wait longer.
2) Employees have no time between calls (no more than 3-5 seconds) to catch their breath/clear their head before the next call comes in
3) Those customers that were waiting longer? They're pissed off about waiting forever when they DO get someone to help them, and more difficult to deal with.
4) Breaks are shortened. People with hour breaks are reduced to 1/2 breaks to compensate and help catch up the queue.
5) More bodies are thrown at the queue in an effort to stem the bleeding. Often, these are employees with less experience or expertise, and they have difficulty providing the same level of service (each wrong answer given creates 2-4 more calls down the line)

An inefficient call center makes the lives of its employees a living hell (short breaks, 8 hours a day talking to angry/annoyed people on the phone, no time between calls) and makes the customers of the call center unhappy.

This is one of the reasons the call centers in India are so popular. They work for less money and the workers are much, much more reliable (in general) in terms of schedule adherence, which makes staffing much, much easier.
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