I just got off the phone with a Corporate CEO who thought calls from his customers were so Important he gives out his cell phone number on the Call Center.

Does that statement strike terror in the Corporate heart? What, become transparent to your customers? What a thought.

I am working for a very large client that requires that I talk to large number of people using cold leads. Have you done it lately?

If not, you are probably unaware of the "Chinese Wall" Corporate America has built between it's employees and their customers. There are a huge number of Call Centers that are poorly programmed and produce only anger and frustration.

No one inside the offending Corporation seems to know about this disconnect because so many calls never get through.

The official "Gate Keepers" have been instructed to filter everything and for any reason. They do what they are told.

Again no one inside the Corporation knows because the call never gets through.

Have you called a large PC hardware or software "Help Line" lately. The wait can be lengthy or infinite. Most of the time I run out of patience and hand up.

Are Call Centers and well trained AA's to blame? No way. Only the way they are used.

Do we really understand just how much good stuff we're missing?

Isn't it about time we had some sanity in this area? I thought customers were our best business friends.

Views from Lisa Wellman & Terry Wellman

by Terry Wellman

Powered by CityMax.com