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?
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.
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