I am a student currently writting a FYP on the impact of the internet on call centres. If you are working in a call centre could you give me some information on how the internet has affected the way you deal with cutomers. According to you does the internet mean the end of phonecalls?
Thank you so much for giving me your opinion on that topic, it will be a great help for me,
Elsa

The internet will NEVER replace people answering telephone calls - period.

The reason is simple. The conciousness of human beings is contructed of three basic elements: cognition (thinking), behaviour (doing) and affectation (feeling) and everything we do at a concious level is to meet on of two goals - either security or happiness. Everything we do has a basis in feelings and email fails abysmally to address the feeling motive so critical in everything we do.

Something like 70% of communication is non verbal which is why when brokering deals people will ALWAYS meet with people - thats why concorde was so successful!

As the internet (aka email) cannot deliver the feelings we need as human beings (confidence, reassurance etc) in my view internet will never take the place of personal contact.

Having said that, I am no technophobe or luddite. What I do see happening with the internet is its use as an effective low cost faciliator and crucial support role.

David

David's raised a good point there about the fact that communication is far more effective when it's verbal - although I would have to play Devil's Advocate here and suggest that what the internet does is that it makes the physically impractical much moreattainable by providing alternatives. So, whilst it's not easy for me (based in Edinburgh, Scotland) to meet with a client in (say) Boston, USA, in a reasonable space of time, the internet may allow me to have an online communication session, either using 'conventional' e-methods (email, fax, etc.) or by more sophisticated methods (video-conferencing, chat, etc.).

Of course, technology provides us only with a tool to communicate, so without an understanding of effective communications and inter-personal awareness, it is of less use. I see it personally as a way of adding to, rather than replacing, existing methods (eg. phone, fax, etc.)

John

[I've decided to dig this older topic back out as I reckon there is still much of value to be gained from an ongoing discussion of new-media-style communication in general]
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David wrote:

"in my view internet will never take the place of personal contact"

Your comments, David, are very true, but the fact is that the internet can bring massive cost benefits to organisations in terms of globalisation. As the world continues its trend toward multiply-located workforce (for example, the notion of 24 hour working in the software industry, with designers working on different continents), the use of digital communications will only increase.

The key for today'sorganisations is to recognise that technology can augnent current practise, and may even open doors to new ways of working. As JT implied, teleworking is a reality, and the conventional barriers are being broken down. Part of the problem as I'vealways seen it is that technological means is lacking in the feedback that is implicit in verbal communication - for example, it's oh-so-easy to try to buy things over the internet now, but quite often it's difficult to guage whether a transactionwas successful. One of my tales of yore is one of the local cinemas here in Edinburgh - a few years back, it decided to go on the net but it wasn't actually ready (IMHO) - however, I tried to book tickets and due to the lack of transactional feedback, Iended up booking many times more tickets than I intended. Fortunately, the cinema was apologetic and was aware that the site wasn't up-to-scratch, and I got my refund, but nevertheless...

So, getting back to the argument - adopt technology by all means, but don't necessarily view it as a replacement - it's usually more beneficial to use it to augment and improve existing processes, and in my experience it needs to be phased in with a good degree of caution and care...

John

Hi Elsa,

The internet has revolutionized the way commerce is done and how we communicate. With the growth of Internet usage by business and common man for communication, the future is predictable.

No method of communication becomes redundant or obsolete. It is the case of wax candles. Inspite of various sources of electricity generation, candles still light up one's house in case of failure of other technologically advanced and more effective methods of lighting.

I fully agree with what JT, JC and DND have said. Internet gives you 5 access options- text message/email
fax/image
audio
video
graphics
VoIP has created a hype and if the technology is available to all internet users probably may become the largest medium of interaction over net.The reasons are elementary dear Watson - COST REDUCTION.

Vedula