Hands up who loves their job
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Posted Mon 6 August 2007 @ 1:23 p.m. by Sarah Putt
The difference between employees who love their job, and those who merely like it could be the critical X factor in distinquishes an excellent contact centre.
That's according to Gunter Greff, a German expert in European contact centres, in an article posted on the ICMI website. He writes:
"If customers are the lifeblood of the company, then call center agents are its heat. And it makes a big difference whether employees lover their job, company and customers.. or just like them. This is a critical deciding factor between mere customer satisfaction (at best) or a much higher level of loyalty."
He urges the reader to redefine the call centre - into an Idea Centre by encouraging customers to offer ideas, comments, and feedback.
"The fact is, no person in the company is gathering more ideas, more prospects, more customers than call center - pardon me, idea center - agents."
Categories: Leadership | Recruitment and HR