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According to Lloyds
TSB's research, customers feel that call handlers who use scripts do not
listen to their questions properly. A common-sense approach, combined with
training, can counter this: "You will achieve the best results when
prospects have the feeling that they have been treated like a human
being," said John Price, managing director of Price
Direct. Having to deal with a
disinterested, robotic voice on the other end of the phone is frustrating
enough. It is even worse when that voice belongs to a human who is
sticking rigidly to an inflexible script. | ||||
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TAMPA - The operator
of a General Motors call center that employs about 400 people said
Wednesday that it plans to close the center by the end of this
year. Convergys Corp., a
contractor based in Cincinnati that provides human resources, billing and
customer services, told workers at the call center site it operates at
5701 E. Hillsborough Ave. on Wednesday that the center will be shuttered
by the end of the year, said Lauri Roderick, a Convergys
spokeswoman. Convergys took over
call center operations at the site from Sitel Corp. on Jan. 1 after being
hired by IBM to take GM customers' calls, Roderick
said. | ||
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This week Performance
Connections rolled out a new design for Right to Lead.com. This
streamlined site has new additions. Sign up for product mailing lists and
receive tips on Performance Management, Team Building and more. Explore
articles that will make an impact in your leadership
success. Check out Right
to Lead.com and see the difference.
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To your success!
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