How can the public image of call centres be improved?


We asked our Twitter panel “How can the public image of call centres be improved?”.


Leon @tefleon

Leon

Empower the agent so they can resolve problems rather than asking a manager or special back-office department.


emma-foskett-

Emma Foskett @JacobsMummy17

If you say you will call a customer back PLEASE do it.


Adam Riley @adampeterriley

Adam-Riley

End the days of auto-diallers! They’re not good for customers, agents or managers. This would improve our image overnight.


MCCA @MBCustContact

MCCA

Connect with local community partners that serve job seekers and deliver contact centre awareness sessions.


Carly Morgan @CarlyMorganCCL

Print

Share real success stories of ultimate customer service & examples of how CCAs have a career path into management & more!


Malcolm @MalcolmLouth

Malcolm

Just deliver. Change perceptions one customer at a time.


Akhilesh Kapoor @akhileshkapoor

akhilesh-kapoor1

First and foremost, even today many people know them as Call Centres, this tag has to go away.


mplContact @mplContact

@mplsystems

Promote inward investment, employee development, create & encourage customer feedback channels. Henry Ambrose – Team Leader.


Netcall @Netcall

@Netcal

Allow customers to opt out of the queue and offer to call them back when an agent is available #CallBack


James Lawther @SquawkPoint

@SquawkPoint

Fix your business so customers don’t have to call you. A call centre is to help you not vent at.


mplContact @mplContact

@mplsystems

Empower agents to make decisions, use customer-centric processes, listen to customers & offer services they want. Rob Peat


NewVoiceMedia @NewVoiceMedia

@NewVoiceMedia

By offering an excellent, personalised #custexp every time. Don’t leave customers #onhold for ages & offer simple IVR menus.


Karen Wenborn @BearskinNy

@BearskinNy

Demonstrate career paths, invest (technology, training, people), promote best practice, industry qualifications, standards.


Ultra Communications @UltraComms

ultra-communications

Set realistic, achievable performance and sales targets to banish the notion of the call centre ‘sweatshop’. #contactcentre


Netcall @Netcall

@Netcall

Voice, web or social media – offer your customers a choice in how they contact you #Multichannel


James Lawther @SquawkPoint

@SquawkPoint

Stop outbound calling people selling products they don’t want and never asked for.


Karen Wenborn @BearskinNy

@BearskinNy

Run regular ‘Day in The Life’ stories from great Call Centres. Publish bios & career paths of industry leaders. Show careers & variety.


O2one France @O2oneFrance

O2oneFrance

Shine inside to be viewed from outside”, recruit A-players, effectively integrate new players, give development prospects.


Hussein Khafagy @sonbol81

hussein

First step is to check the weakness of contact centres then build a pyramid of solution and actions.


JABRA UK @JabraBusiness

@jabrauk

Ensuring conversations aren’t overheard & background noise is minimal @CallCentre professionalism #PerceptionIsKey


Ultra Communications @UltraComms

ultra-communications

Have a good understanding of your customer base and know the most convenient time to call #Ofcom #NuisanceCalls


infinity-CCS-

Infinity CCS @InfinityCCS

Ask people if they’d rather queue up at the bank during their lunch time?


ISV Software Ltd @ISVSoftwareLtd

Don’t use recruitment techniques inspired by Nev from ‘The Call Centre’.


Mplsystems @mplSystems

@mplsystems

“Give customers what they want: fast access to services; joined-up support across channels, & informed agents ready and keen to solve queries.”


Simon Beeching @SimonBTweet

simon-beeching

Better payment card data security (PCI DSS) – Syntec’s research shows only 1% of people think phone payment to live call centre agents is the most secure.


Akhilesh Kapoor @akhileshkapoor

akhilesh-kapoor1

The agents should believe in helping the customers rather than showing empathy, Customer Satisfaction should be priority.


JABRA UK @JabraBusiness

@jabrauk

Calm, polite, understanding & above all, helpful #CallCentre staff help dispel myths about unenthusiastic, untrained agents.


Rostrvm Solutions @rostrvm

@rostrvm

Use technology to delight your customer. For example, if you transfer callers don’t make them re-tell their story.


How do you think the public image of contact centres could be improved? Tweet your answers (in less than 140 characters) to @jontypearce

Published On: 11th Sep 2013 - Last modified: 5th Mar 2019
Read more about - Hints and Tips, , , , , , , , , ,


2 Comments
  1. This is very interesting! It’s really important to hear (or in here, read) what the customers generally feel about call centers. I liked one of the tweets here that says ‘allow customers to opt out queue and offer to call back’ and it’s also has to go along with what Emma Foskett said – “If you say you will call a customer back, PLEASE do it.”

    Alleli 18 Sep at 4:33 am
  2. “Use technology to delight your customer. For example, if you transfer callers don’t make them re-tell their story.” – I couldn’t agree more. There’s nothing more annoying than having to explain your situation all over again.

    Dan 11 Dec at 5:02 am
Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.