From Excellence to Tolerance - a look back at the industry - Myra Yasmin Gines Santos - ContactCenterWorld.com Blog
I have been in the Contact Center World so-to-speak in the last 11 years here in the Philippines. And I must say I have seen it from its infancy to its current state. I must say that training or on boarding back in the day was easier. We really focused on the quality of people that we hired and endorsed onto the production floor. The requirement was a degree holder, college graduate and nothing less. Attitude over skills -because skills can be trained. The agents have alot of perks as well as the center handling the campaigns. Client relations were professional and respectful. It was a business but the focus was not in the "return of investments" but the excellence in quality of the services the center offered.
Now the agents lack the verbal skills, attitude and ownership that used to be the base of the pillars of success in the the pioneer call centers today. I cannot figure out where the disconnect took place, where the turning point was to be from an excellence driven industry to a numbers driven industry.
I think we need to look back and reflect on what we all did right when the industry was just starting in Asia a decade ago and reclaim the spark, the inpiration that made this industry a stable and fast rising one that it is today. I will start in my own community, my network and my connections. I hope you will too!
Publish Date: March 7, 2011 3:27 AM