Call Centre Helper Forum » Topic: Can the Americans teach us any lessons? http://www.callcentrehelper.com/forum/ Questions and answers for all your contact centre needs en Sat, 11 Feb 2012 21:39:02 +0000 dlexmond on "Can the Americans teach us any lessons?" http://www.callcentrehelper.com/forum/topic/can-the-americans-teach-us-any-lessons#post-2627 Wed, 10 Aug 2011 14:00:32 +0000 dlexmond 2627@http://www.callcentrehelper.com/forum/

Hello Jonty,

I saw the topic you posted a couple of years ago discussing US vs UK call center issues. The author's sample size of 1 is not really very representative. Having managed, and consulted wit, a large number of call centers in the US as well as having worked in the UK environment, I'd have to say that the range runs from excellent to atrocious in both countries. In both countries the same types of industries tend to be more into technology and efficiency than other industries, so the 'teaching' should be done from one set of industries to others, rather than from one country to another.

JontyPearce on "Can the Americans teach us any lessons?" http://www.callcentrehelper.com/forum/topic/can-the-americans-teach-us-any-lessons#post-128 Tue, 30 Jun 2009 21:22:29 +0000 JontyPearce 128@http://www.callcentrehelper.com/forum/

Patrick Collinson in The Guardian, on Saturday 27 June 2009 thinks that "We may be better at plain language, but Americans can teach us a thing or two about running a helpline"

http://www.guardian.co.uk/money/2009/jun/27/call-centres-financial-services

My experience has generally been really long queue times and long over high use of IVR.

What is your experience, and what are the lessons that you think that we could learn?