Lately..
Found this video of a Talk show ..

Do comment people :

Well, for me customer care is just to confirm things and their policies, I never call them to solve my problems as I know that I will end up teaching them .. (happened a lot) .
I even once had visit by some Customer Care dept. to sort out my problem.

in India Call Centres of reputed corporates, they are well organised to give better services.

however there are small players even work in ten sq,m under stair case - they call themselves as call centres and spoil nation's image.

let us understand the the necessity of call centre
it is meant for collecting junk data and fed for proper utility to serve the customer.  in the process some corporate overstep dwithout understanding the working models and face failure.

we expect much more from the system.

Every one can't be genius.
Let us face this truth !

the core problem is that certain corporates overstep in respect of call centre.

basically it is meant for collection of junk data - sort it our - then dispose the complaint where remedy already exists - then filter the remain ( this will be fraction if we analyse the working model) and address the probelm to the respective head who will be assigned to solve the problem and inform the customer/client.

let me taken an example - a call centre is established to give the details of balance amount in his bank account - if the call centre restricts the service to this extent then it will work fine.
if the call centre corporate promise to examine the bounched cheque, dishounred dues, etc., where micro analysis is required - call centre can maximum record the complaints with promise that concerened officials will get back to the client.  Instead, over enthusiased corporate promises everything in the earth , but failed to deliver.

this affects professionally managed call centres.


mainly Call Centres are meant for attending sterio type of questions, beyound this if any one promises, they require domain power, access to records, expertise to audit and deliver the results, this is an expensive game, where everyone fails.