Callcenter Suicide

O sábado, traballamos cun call center e un dos nosos clientes. Tiven esa sensación borrosa e intestinal de que non ía saír ben. A miña tripa tiña razón.

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.

Poucos días antes de entrar en directo, requiriron un cambio na aplicación que tivemos que lanzar á produción. Un día antes de ir en directo, probaron e descubrimos problemas co batida. Arranxámolos dentro dunha tarde.

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.

Inmediatamente convocamos algunhas reunións de triaxe coa compañía e a suciedade comezou a voar. Os meses transcorridos despois da solicitude despois da solicitude de actualizacións ignoráronse e o foco do centro de chamadas foi que o modelo de ingresos non funcionou. Cobraban $ x / chamada, pero como as chamadas tardaron demasiado, ían perder cartos. Finxiron descoñecemento sobre o volume previsto, queixáronse da complexidade da chamada e falaron das demandas irrazonables do cliente.

Non obstante, aceptaron o negocio, aceptaron a compensación e aceptaron o calendario.

Don't complain despois dis que podes executar!

Decidiron intentar tiralos todos debaixo do autobús e defender a súa ineptitude. Foi agotador sentarse a través da chamada telefónica onde o botaron a culpa de todo baixo o sol. Á marxe da deshonestidade en curso sobre o verdadeiro problema (non analizar o traballo por diante e preparar adecuadamente ao seu persoal) escolleron a estrada baixa. O peor de todo é que decidiron emitir publicamente as súas queixas despois 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.

O callcenter parecía esquecelo custo por chamada non é o obxectivo do cliente, ingresos por chamada 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.

Preguntamos que podiamos facer para axudar. Unha recomendación foi engadir algunhas funcións adicionais á aplicación. Desafortunadamente, o tempo para o desenvolvemento xa pasou cando a aplicación estaba inactiva.

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.