In the eighties I worked for a large bank. An announcement was made that customer calls were to be ‘centralised’ in the newly built call centres.
Local managers weren’t happy and didn’t accept the idea; sales opportunities would be lost as their branch staff would no longer speak to customers who phoned in. Branch staff ‘knew’ their customers and relationships would surely be broken.
The reply was compelling. Call centre staff would have more time and first-class training so no opportunities would be missed. They wouldn’t have to worry about administration and could spend their time providing an excellent service. The customer would still have a knowledgeable and friendly voice at the other end of the phone. Continue reading