I’m working on a conceptual call center management application based on my call center experience. I’ve used all of the applications, and I’m very aware of the flaws of the call center world. There are so many things we can do to improve the flow, yet none of them are done. This is extremely prevalent in outsourced call centers and typically, cannot be solved by the client, but there are still things that can be done to improve flow.
First of all, they should start using web technologies, not remote desktop. The majority of call centers I’ve worked at use remote desktop to access our call center apps. There are MANY problems with this from a user interface perspective:
- Some systems will run at full speed, some will run quite slowly – if at all sometimes! (as they are remote desktop and rely on the network)
- There’s no integration between the applications.
- Some call center positions that I’ve had have required us to open a total of 14 different applications (!) before we even started working!
- Adding more features or adding another workflow typically means adding another program. (Or 5…)
Employees hate the fact that they have to start work 15 minutes before they get paid to get these systems up. IT hates having a thousand programs and systems to support, and training makes new agents cry.
Why in the hell do we still have these problems? I mean, really. With the advent of RIAs, these applications should be easily built into a single front-end – even if they have 25 back-ends. What’s more is they can be completely and entirely web-based – no more need to open 14 different programs and windows. Read More »
