Fortune Magazine has an interesting article on why companies should NOT cut customer service staff during a recession. I agree with that article. Personally, I became more demanding during this recession. I was more cost conscious and demanded better service. I’m probably not the only customer to think that way.
Just this month, my wife and I were shopping at a clothing store. We wanted to buy a couple of items. But when we saw a line up of 20 customers at the cash register, with only 2 staff members to serve them, we put down our merchandise and left. That store lost a sale due to lack of staff.
The same thing happens with call centers, of course. As your average wait time rises, your call center’s abandon rate skyrockets. Thankfully, better workforce management and online technology can help provide better service.
Take a look at their article and tell me what you think. It’s at:
http://tech.fortune.cnn.com/2010/04/12/stop-laying-off-customer-service-workers/
Related tips:
This article gives 12 tips to improve your call center sales results. This related story shows how to train the Generation Y (less than 30 years old) employees in your call center. Here is a list of some popular call center training programs.
Filed under: Call Center Articles Tagged: | Call center, contact center, customer service, layoffs
