Do call centres do they add value to a company, does having high attrition affect the service offered to customers? is attrition a cost issue or a service issue?

Of course a call centre adds value to a customer, simply bec a customer can speak to the company via a simple call. If this was not inplace, the correspondence would be walk in's or letters which would place alot of inconvenience on the customers. Also, call centres enable a regional support, bringing expertise from a global market onto the local market.

Attrition is both a service and cost issue, more of a cost issue though if you ask your finance department. Everytime a staff leaves, more money needs to be invested to re train new agents. If attrition is not monitored, valuable monetary resources would escalate without a corresponding increase in customer base or sales. Service would also suffer if you constantly have "newbies" talking to yoru customers. They may not be able to deliver the same level of service as experienced ones.

Do call centres do they add value to a company?

The question is framed the wrong way I feel because it all depends on the type of company and the delivery mechanisms for the service/product on offer.

eg. Amazon... a call centre wouldnt add much value (I think) given the company are web based and have educated their customers to use the web as a contact mechanism.

When speed of response or quality of response is not critical then call centres add little value. eg A call centre full of barristers offering legal advice might prove to have limited effect given that a significant issue might need to be supported in writing with reference to legal sources which might prove time consuming.

>>>, does having high attrition affect the service offered to customers.

Attrition is an internal company issue, quality is a customer issue. Attrition is not seen as a quality issue, providing quality is managed effectively and training of replacement staff is comprehensive then the customer experience should not be affected.

If however you are inferring that attrition is so high that calls are not answered (another quality issue) then unless remedial action is taken it become a customer issue. It remains however a quality and management issue, not a customer one.


>>>is attrition a cost issue or a service issue?

(see above)

Naveed,

Call centres are only as good as how they are managed and percieved by the customer. Any interaction your agents have with customers is vital to customer retention and growth. High attrition among agents can be avoided by paying attention to several factors; 1. EXPECTATIONS - what are you asking your agents to do, 2. PROCESS - what process are you requiring your agents to follow, and 3. ACHIEVEMENT - are you allowing your agents to grow professionally and personally (salary and recognition). Finding a workable solution with these 3 factors along with considering the cost and philosophy of your company is very difficult but can be achieved with the proper tools. Ultimately, keeping the customer satsified and recognizing achievement among agents are keys to being successful.