Call Center Customer Service Practices That Need to Die

Posted: July 4, 2017

Call centers have a dark history. From being labeled “Electronic Sweatshops” to being compared to sophisticated prisons, call centers have suffered from stigma for decades – and some may argue, rightly so. Development of technology through the 1960s and 70s meant call centers were transformed into places where managers could see, hear, and control every aspect of their staff’s work. Calls were recorded, handle times were reduced, bathroom breaks were timed. Literature from early monitoring systems describes “Total control made easy” as the goal for centers which were, quite literally, brutally efficient – often at the expense of their customers,…

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