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COSI’ COME SONO I CALL CENTER NON FUNZIONANO

Da anni sperimento i call center di diverse società. Nel senso che cerco di informarmi con questo o con quel call center a seconda delle mie esigenze o curiosità del momento. I più frequenti contatti li ho con i call center delle aziende di telefonia, mobile e fissa. Si assomigliano tutti. Nel senso che tutti funzionano male. I call center che funzionano meglio sono quelli di aziende non grandissime. Probabilmente, minore è il numero delle persone addette ai call center migliore è il funzionamento.
Tutti sappiamo che i call center sono sorti per ridurre i costi di personale delle aziende. Peccato che non abbiano risolto completamente il problema-obiettivo di fondo: vendere di più spendendo meno.
I più frequenti difetti di funzionamento sono i seguenti:
  1. ogni persona spiega il servizio in modo diverso dall’altra;
  2. quasi nessuno si mette nei panni dell'utente;
  3. non è possibile continuare il dialogo con la stessa persona in due chiamate successive;
  4. le promesse sono raramente mantenute;
  5. pochi addetti ai call center forniscono spiegazioni complete;
  6. nessuno  prende in carico una pratica da cima a fondo;
  7. pochi addetti ai call center sono disponibili a fornire spiegazioni oltre a quelle canoniche;
  8. pochi sono affidabili;
  9. spesso sono costosi;
ed altri minori.
 
I call center potrebbero essere molto più efficaci a patto che le persone  fossero più coinvolte. Il coinvolgimento non deve essere astratto. Nè si ottienecon l'addestramnento iniziale. Basterebbe introdurre un sistema di premi/penalizzazioni per capire chi vuole stare nel call center per lavorare o semplicemnete per sbarcare il lunario. Vero è che le tipologie di interlocutori sono le più disparate, ma una buon addestramento continuativo può far capire che il ruolo del call center è importante. Non basta intervenire sull'addestramento, occorre anche effettuare controlli di efficienza ed efficacia. In fondo le persone addette ad ogni call center rappresentano l’azienda per cui lavorano. Sono il biglietto da visita dell’azienda.
L'impressione generalizzata è che esistano regole e manuali, ma esista anche molto lassismo in chi è preposto ai controlli. 

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