Comment this is why the economy is so bad now (Score 4, Insightful) 495
I fully understand overstaffing call centers, so that peak time is handled well. This is good customer service, and on the surface it's not a bad idea, especially when the customer is paying for it anyway.
Letting your staff waste their free time 7 hours (or whatever) a night of vid game playing is a corporate strategy that will eventually land your company out of business, and all of your happy nightshift guys out of jobs.
One of four things will happen to you.
1) your client will tighten their belt, and go with a strategy that only has the 3 people working, and deal with the reduced customer service level.
2) your client will hire a smaller group of people to handle the business themselves, and bring it inhouse
3) another company who staffs 15 people will make a bid to only charge your customer for 4 or 5 people, and your customer will leave.
4) your customer that is stupid enough to pay you for bloat staff will go out of business
How does #3 work ? By making your call center staff DO SOME WORK while not taking calls. If there literally isn't anything for them to do but sit around and wait, then you have bloat in other areas.
Who is your customer ? The firm I work for is large and has our fingers into all sorts of stuff, I am sure we could service them better than you are ...
`let him who hath understanding reckon the number of the smurf`
Letting your staff waste their free time 7 hours (or whatever) a night of vid game playing is a corporate strategy that will eventually land your company out of business, and all of your happy nightshift guys out of jobs.
One of four things will happen to you.
1) your client will tighten their belt, and go with a strategy that only has the 3 people working, and deal with the reduced customer service level.
2) your client will hire a smaller group of people to handle the business themselves, and bring it inhouse
3) another company who staffs 15 people will make a bid to only charge your customer for 4 or 5 people, and your customer will leave.
4) your customer that is stupid enough to pay you for bloat staff will go out of business
How does #3 work ? By making your call center staff DO SOME WORK while not taking calls. If there literally isn't anything for them to do but sit around and wait, then you have bloat in other areas.
Who is your customer ? The firm I work for is large and has our fingers into all sorts of stuff, I am sure we could service them better than you are
`let him who hath understanding reckon the number of the smurf`
