"This is great. Is it going to change?" I often heard that from customers when I first joined the ranks of the call center agentsia. Customers meant that they loved the service they were getting, but weren't sure how long we could keep it up.Call center work is labor intensive, if it's done well. The more time a rep spends with a customer (talk time), the more money it costs your company. Hopefully that good work means the customer won't call back again with the issue still unresolved. Hopefully good customer service saves money for the company. But unless your call center is staffed with highly-motivated volunteers, too much service with too little revenue is bound to come to an end.
Shortly after I went on the phones, J.D. Power and Associates announced that my little department was rated number two in the US for customer satisfaction among residential long distance customers spending less than $25 a month (which was most of them). Their number one rate company was a regional local phone company that also offered long distance, but not nationwide. So we, about sixty of us, could say that we provided the most satisfying customer service experience available for typical long distance customers nationwide. I could look across the room and see them all I knew their names. And we were the best.
I should tell you that my first company is out of business now.
Okay, but while it lasted, what made our now-extinct call center customer service so satisfying to customers?
I'll tell you tomorrow.
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