Top Strategies for Call Center Management
Call centers at major banks 25 years ago were large, open spaces with rows and rows of employees, all wearing wired headsets, taking calls related to debit card charges, balance inquiries, check clearing activity, wire transfers, direct deposits, and in some cases, basic information regarding their investments such as stock quotes and recent dividend payments. The Internet was in its infancy stages and CD-ROMs were sent to clients to load the program onto their computer for enhanced services after paying an enrollment fee. Calls came in one after the other nonstop throughout the day, creating a high stress environment with a large percentage of employee turnover every year. A call center employee ...
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