I do not want my child to be the operator of a Contact Center - Oscar Sanchez Martinez - ContactCenterWorld.com Blog
Seven years ago at a conference in Madrid Contact Center I attended, a speaker, Don Fernando Torres (not the football player, at that time President of the AEECC), said: "Hands up those who want their children to be TSR "by an audience of nearly 200 people filled with directors, officers, department heads, supervisors of different call center pointers in Spain only one person raised her hand, mine was not.
At that point I ask what the hell we painted all here? So many important people, so many people responsible, so much experience together ... But for what? So much ambition, so many projects, such projection, so imaginative, so many companies together with the aim of making money and customer care .... Customer care "or making money? Sure but we always forget who provides the service, not the company, no, but that anonymous person who attends to customer calling, writing an email, which sends a letter.
After 3 days of lectures and 7 years later I still think that despite all efforts, technology and largely responsible, if the person wearing the contact center does not have good operators there is no guaranteed success. City must let these people "anonymous" for many customers they manage.
How bad really is that our children are TSR's or is that just us who do not want to be?. It is clear that in Spain we would like, And we, if we are as responsible for contact center managers to extol, give respect and craft of this profession, if, profession.
I envy many times to do interviews from Colombia, Chile, Cuba ... That comment operator wanting to enter and develop the profession, have a career plan. I believe we must change this perception in Spain, we must be able to be and be proud to work in this world.
It is we who have in our power to change this.
Yes. I want my child to be telemarketer.
Publish Date: March 25, 2011 12:21 AM