Maybe this idea is way out in left field but does anyone else think paying seasoned employees who actually care about a company to work the customer call center and pay them more than what the normal pay is? Maybe, just maybe, if there's more customer care, there wouldn't be lost revenue. But, we pay peanuts to an area where the turnaround is terrible and there is no dedication.
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I think you are thinking of the old State Farm.
We put used auto parts on our customer's vehicles after promising them to "help life go right". You think we give a fudge about quality customer service?
@-4zxo once again a load of crap. I saw you post that said the same thing. It's a load. We are given time to connect and take care of the customer. You are right there are people that care in the call centers, the problem is they care and do a great job and move to better positions. The crappy ones stay in the call center and become jaded towards customers because they can't move upwards because they are crappy employees.
There are good caring employees in the call center-the problem is that we are not allowed to take the time to take care of the customer. We are told "we are not a concierge service" the customer needs to take care of it on their own--push customer self service and online claim service. We are kept to strict call times, every screen click is monitored, every minute needs to be accounted for. If the customer has a problem with Hertz, that's their problem. We aren't supposed to help. Problem with Estimate assist? tough luck you chose it. Don't chat with a customer it takes too much time. Don't make a call out for them, it takes too much time. Don't go over your 12 min. allotment for inbound calls or your 6 minute allotment for wrap time. SF is more concerned about metrics then it is about good customer service, which given SF rates, is what SF really needs to provide to people.
I have been in insurance for 10 years and never have I seen a company treat it's customers & employees so poorly. This "new" state farm is not a good neighbor.
Call centers need a path of promotion, I see so much attrition because the only way out is the job board, actual work performance is meaningless.
1 tgk is correct
What sane, experienced employee wants to be chained to a headset all day or night? The problem with call center work is that it is a call center and you don't attract quality to such crappy work.
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One major problem with this is that the company has tried an number of times to bring seasoned Proximity reps inside and few wanted to move to the centralized locations, now Hubs. This goes back to the late 90's. A good field rep is not necessarily a good fit inside.