Féinmharú Callcenter

ionad glaonna

Ar an Satharn, d’oibríomar le hionad glaonna agus le ceann dár gcliaint. Bhí an mothúchán doiléir, gut sin agam nach raibh ag éirí go maith leis. Bhí mo phutóg ceart.

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.

Cúpla lá sula ndeachaigh siad beo, theastaigh athrú ón bhfeidhmchlár a bhí le sárú againn i dtáirgeadh. Lá amháin sula raibh muid le dul beo, rinne siad tástáil agus fuaireamar amach fadhbanna leis an Slam. Shocraíomar iad laistigh de thráthnóna.

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.

Chuireamar roinnt cruinnithe triage leis an gcuideachta láithreach agus thosaigh an salachar ag eitilt. Tugadh neamhaird ar na míonna a chuaigh i ndiaidh iarrata tar éis iarraidh ar nuashonruithe, agus ba é an fócas ón ionad glaonna nár oibrigh an tsamhail ioncaim. Bhí $ x / glao á ghearradh acu - ach ó thóg na glaonna ró-fhada, bhí siad ag dul a chailleadh airgid. Chothaigh siad aineolas ar an méid tuartha, rinne siad gearán faoi chastacht an ghlao, agus labhair siad faoi éilimh míréasúnta an chustaiméara.

Ach, d’aontaigh siad leis an ngnó, d’aontaigh siad leis an gcúiteamh agus d’aontaigh siad leis an amlíne.

Don't complain tar éis deir tú gur féidir leat a fhorghníomhú!

Shocraigh siad iarracht a dhéanamh gach duine a chaitheamh faoin mbus agus a n-ineptness a chosaint. Bhí sé gruama ina shuí tríd an nglao gutháin áit ar chuir siad an milleán ar gach rud faoin ngrian. Roghnaigh siad an bóthar íseal seachas an mímhacántacht leanúnach maidir leis an bhfadhb cheart (gan anailís a dhéanamh ar an bpost roimh ré agus a bhfoireann a ullmhú i gceart). Níos measa ar fad, shocraigh siad a ngearáin a chur in iúl go poiblí tar éis 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.

Ba chosúil go ndearna an callcenter dearmad ar sin costas in aghaidh an ghlao nach é sprioc an chliaint é, ioncam in aghaidh an ghlao Is é.

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.

D'fhiafraíomar cad a d'fhéadfaimis a dhéanamh chun cabhrú leat. Moladh amháin a bhí ann feidhmiúlacht bhreise a chur leis an iarratas. Ar an drochuair, bhí an t-am le haghaidh forbartha imithe thart mar shuigh an t-iarratas díomhaoin.

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 Comments

  1. 1

    Gotta love that. Can’t tell you how many times a similar situation has happened to me. You try and try to help, but in the end they don’t want help until it’s too late and past due.

  2. 2

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