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sitting in a meeting that has to do with a portion of the call center activities.
“with our current system we can only record about 25% of calls. the new system will be able to record 100% of calls so we can more easily help the agent if necessary.” “we’ll now have the capability to record what the agents are doing on their computers during each call so if there’s a more efficient way of doing something we can help coach them on a better way.” [the regular call center already has these things, it’s my team’s janky ass set up that doesn’t]
yeah…right. i don’t work call center anymore, but i KNOW you know what this new system is really going to result in: crucifying your agents because the customer is always right and all the trainers know how to perfectly process a case. it’s not like their trainings are controlled, pre-recorded calls they’ve practiced a dozen times before teaching it or anything. *sprains eyes rolling them*
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