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Originally Posted by huxleypiguk
A lot of people join, get trained and then leave centres in very short spaces of time, the turnover is very high and the commitment is very low.
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But you have to ask why retention is so bad, its because the targets are usually too high and the company treat the call centre staff with utter contempt.
I've worked in several call centres and I can tell you they are horrid places to work, most (not all) company's aren't that bothered about their call centre turn over, they don't care because there are others waiting to walk in where others have walked out.
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Frankly most people don't actually give a damm where their service is as long as they can get through and get an answer !
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I think your wrong there, most DO care that they are speaking with someone on the other side of the world who has little or no knowledge of the product they are supporting.
I rang Dell on a support matter and got through to India, the guy I spoke with couldn't understand what I was asking because it wasn't on his script. Then when I asked for a UK (or Ireland) number for Dell he put me through to his "supervisor" who cut me off when I said that I wanted to speak with someone who could understand what the problem was with my computer.
In the end I rang the Ireland sales number and the guy who sold me the computer put me through to a support guy in Ireland who diagnosed my problem and sorted it.
He also said that he would pass my comments on about my Indian call centre experience, and obviously Dell management have acted on mine and other's. Some how I really don't think that Ntl would, do you??