Call Center And Technical Support

Call center and technical support

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Call Center and Technical Support

The cartoon on this page illustrates one of the most basic challenges for call center and technical support agents, overcoming monotony.  As a call center agent, the call reasons, customer types and issue resolutions encountered tend to reappear relentlessly throughout the course of the day.

Specially in call center operations where the types of issues to be addressed are very limited, monotony is a great concern.  One of the problems that monotony can bring is boredom and more importantly its side effects.  Bored call center reps will rarely spend their time thinking of how to contribute the overall productivity of the operation.  Instead, they may become mentally distant and unengaged on their calls.  Sure, they may still show up to work, but their thoughts are elsewhere doing things like rehearsing interview answers, or developing the next way to get rewarded for deviant behavior.

In operations where call monitoring is only an afterthought, bored employees can really affect the level of customer satisfaction by engaging in arguments with customers.  As any call center rep can tell you, customers don't always have the softest of approaches when calling the customer service department.  If a particularly aggressive customer gets connected with a rep who is bored, and dissatisfied with his/her job because of it, the quality of the interaction will likely not be ideal.

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