It may seem that operating a call center is the same as having a production line in a manufacturing plant, but it isn't. If you are still swayed to that concept, then you need to do more research and think twice even mentioning it to those in the industry.
Countless times, the agents were treated like machines, to expect them to work from 9 to 5 without any complaints. They are expected to be on the phones more than the usual shift if call volume increases. It is also always expected that they do excellent service every single time, despite the situation or environment.
Agents, their supervisors nor the managers or any level of management are not machines. They live and breathe daily, eat, sleep and have different unique personalities. They can be motivated and can also be demoralized. Their persosnal lives matter, and they need to be listened to. They also have brains that work to do the job. That's why they suggest and speak up so they can be treated right.
If anyone says otherwise, tell me. I'll knock some sense into him. 
The production house and the call centers both are different things. In call center working agents are human being but in production house there we use machne. If we say the production is going less in factory then we can just setup the machine according to desire target and can get it. But in the case of call center it is not as it is.
Vaibhav
India’s one and only end to end CISCO based IP network
Posted by: Vaibhav | June 3, 2008 2:59 AM | Permalink to Comment