Customer satisfaction is being jeopardised by poor technology in call centres which forces agents to spend the majority of their time on administrative duties.
Call centre operatives are spending an average of 71 per cent of their time entering data, making notes, seeking advice and reading from information screens, according to new research. The study, commissioned by Siemens Enterprise Communications, found that call centre operatives are using five separate applications on average to deal with a call.
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July 22nd, 2008 at 7:44 pm
And I suspect that another part of the problem, too, could be lack of training (and knowledge). This is from my experience, at least, of working in a call centre for a year after leaving university.