It’s complacency and inattention, not huge disasters, that sink most phone operations
THE TELEPHONE ENVIRONMENT is completely fluid and always changing, just like a river. The river is always there, but anytime you jump in you’ll find yourself in a slightly different river than last time. So when you start to think that your call center is running smoothly and everything is A-OK, remember that things can change in a heartbeat. In my experience it’s complacency and inattention, rather than huge disasters, that sink most phone operations.
The following is a list of some of the reasons why even proven phone campaigns can fall apart at the seams. The next time things start to go awry, digging a little deeper into each of these elements could prevent the program from being washed out to sea. (Even better, keep an eye on all these issues all the time before things head south.)
- A change in supervisory management
Time and again we’ve seen that this is the No. 1 reason why programs fail or perform poorly. If your program is outsourced, it should be your top reason to go beyond your account manager or key contact to know who’s on your team in a supervisory function (on the actual front line working
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