Call centre operators are not trained properly

When a new or existing customer calls your company, it is absolutely vital that they are answered quickly, in a friendly way and by someone who can be understood.

From an accountants point of view, it makes good business sense to base a call centre in a low rent area; i.e. Glasgow, Northern Ireland, India. It may save money, but so many of these operators are difficult to understand. Political correctness is all very well but not if it is detrimental to your company image – it is false economy.

Perhaps this is the reason that so many jokes are made about call centres. Make no mistake; the call centre operator is one of the most important people in your organisation.

What is the point of having an operator who has a strong accent, talks too fast and lacks warmth? Most of your existing or potential customers either can’t understand them or are irritated by them!