Most call centre have promoter score , just as some of the above post talk about, and I totally agree that each individual agent has the chance to provide an outstanding customer service . however most call centre jobs are not highly paid and these promoter score are now use as a tool by companies to allow agents to earn a bonus . The issue is that depending on the call centre or client there is a little thing called Average Handling Time. Take for instance the big companies who give out work to outsources . The outsources will have a handling time lower than the actual companies own call centre.
For instance I work for an outsourcer ,and as posts have pointed out technology has evolved .mobile phones 15 years ago the customer could call and text. Now they are smart your own personal couldn't be without hand held PC . Agents now have 10seconds more than they did 15 years ago to answer a query.
customers want to talk to Intelligent, skilled and empathetic people, are just some of the words used to describe call centre workers . Here are some more . Abused,, threatened and bullied not by the company but the customers . The customer want a good service which everyone is entitled to , the call centre worker are entitled to work in a safe environment.