The Problem with Call Centers

Posted by Laura Bergells

February 25, 2005

The problem with customer call centers: not enough focus on the customer experience. How ironically weird is that?

Here’s a short DO and DON’T list for any C-Level executive who espouses “customer care” as a driving corporate value:

DO make a call and see what it’s like for yourself.
DON’T install a series of irrelevant corporate commercials.
DO respect your customers by offering choices that are relevant to their experience.
DON’T make your customers listen to brain-numbing, trite music.