Callcenter Selvmord

call center

On Saturday, we worked with a call center and one of our clients. I had that fuzzy, gut feeling that it wasn’t going to go well. My gut was right.

While we had our application complete and resources sitting idle for months, the callcenter didn’t touch anything. We had a demo and only their developer showed up. The client called the callcenter and asked what was needed to get ready. We called to the callcenter to see if they were ready. Each time the callcenter staff assured us that they only needed a couple weeks.

When you’re offered both time and resources, take them.

Et par dage før de kom live, krævede de en ændring i applikationen, som vi var nødt til at smække i produktion. En dag før vi skulle gå live, testede de, og vi opdagede problemer med slam. Vi fikset dem inden for en eftermiddag.

In our client’s eyes, of course, the two sides were intertwined. The initiative was their call center + our software. On Saturday we launched a few days late – this was when the real fun started. Immediate feedback on the center was rude, unprofessional and slow – from the clients, not us.

Vi kaldte straks nogle triage-møder med virksomheden, og snavs begyndte at flyve. Månederne, der gik forbi efter anmodning efter anmodning om opdateringer, blev ignoreret, og fokus fra callcenteret var, at indtægtsmodellen ikke fungerede. De opkræver $ x / opkald - men da opkaldene tog for lang tid, ville de miste penge. De fejede uvidenhed om det forudsagte volumen, klagede over kompleksiteten i opkaldet og talte om kundens urimelige krav.

Alligevel accepterede de forretningen, indvilligede i kompensationen og gik med på tidslinjen.

Don’t complain efter du siger, du kan udføre!

De besluttede at prøve at kaste alle under bussen og forsvare deres utugelighed. Det var anstrengende at sidde gennem telefonopkaldet, hvor de beskyldte det for alt under solen. Bortset fra den igangværende uærlighed med hensyn til det virkelige problem (ikke at analysere jobbet foran og forberede deres personale ordentligt) valgte de den lave vej. Værst af alt besluttede de at offentliggøre deres klager efter the failure, instead of before start. Their final defense was simple, the economics didn’t add up. They weren’t making enough to profit from each call.

Callcenteret syntes at have glemt det pris pr. opkald er ikke målet for klienten, indtægter pr. opkald er.

It’s a pretty simple solution, isn’t it? The better you prepare your staff, the more efficient they will be at managing the call. The better they are at managing the call, the better they will upsell the client, represent the business they are acting on behalf of, and more than likely they’ll be able to get off the call quicker. If the calls take longer, the client may be willing to pay for it if there’s relative revenue. The cost is the call center’s problem, the cure is more revenue.

Vi spurgte, hvad vi kunne gøre for at hjælpe. En anbefaling var at tilføje yderligere funktionalitet til applikationen. Desværre var tiden for udvikling gået, da applikationen sad inaktiv.

Today, we turned off the call center to allow the team additional time for training. They’re still insisting on more money per call. They should recognize that it might be worthwhile to prove you can do the job first before you ask for more money. The client is giving them a second chance, I’m not optimistic they’ll make good use of it.

We’re already working on alternatives.

2 Kommentarer

  1. 1

    Det må jeg elske. Kan ikke fortælle dig, hvor mange gange en lignende situation er sket for mig. Du prøver og prøver at hjælpe, men i sidste ende ønsker de ikke hjælp, før det er for sent og forfaldent.

  2. 2

Hvad mener du?

Dette websted bruger Akismet til at reducere spam. Lær, hvordan dine kommentardata behandles.