How can the public image of call centres be improved?

We asked our Twitter panel “How can the public image of call centres be improved?”.

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Leon @tefleon

Empower the agent so they can resolve problems rather than asking a manager or special back-office department.

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Emma Foskett @JacobsMummy17

If you say you will call a customer back PLEASE do it.

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Adam Riley @adampeterriley

End the days of auto-diallers! They’re not good for customers, agents or managers. This would improve our image overnight.

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MCCA @MBCustContact

Connect with local community partners that serve job seekers and deliver contact centre awareness sessions.

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Carly Morgan @CarlyMorganCCL

Share real success stories of ultimate customer service & examples of how CCAs have a career path into management & more!

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Malcolm @MalcolmLouth

Just deliver. Change perceptions one customer at a time.

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Akhilesh Kapoor @akhileshkapoor

First and foremost, even today many people know them as Call Centres, this tag has to go away.

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mplContact @mplContact

Promote inward investment, employee development, create & encourage customer feedback channels. Henry Ambrose – Team Leader.

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Netcall @Netcall

Allow customers to opt out of the queue and offer to call them back when an agent is available #CallBack

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James Lawther @SquawkPoint

Fix your business so customers don’t have to call you. A call centre is to help you not vent at.

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mplContact @mplContact

Empower agents to make decisions, use customer-centric processes, listen to customers & offer services they want. Rob Peat

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NewVoiceMedia @NewVoiceMedia

By offering an excellent, personalised #custexp every time. Don’t leave customers #onhold for ages & offer simple IVR menus.

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Karen Wenborn @BearskinNy

Demonstrate career paths, invest (technology, training, people), promote best practice, industry qualifications, standards.

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Ultra Communications @UltraComms

Set realistic, achievable performance and sales targets to banish the notion of the call centre ‘sweatshop’. #contactcentre

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Netcall @Netcall

Voice, web or social media – offer your customers a choice in how they contact you #Multichannel

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James Lawther @SquawkPoint

Stop outbound calling people selling products they don’t want and never asked for.

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Karen Wenborn @BearskinNy

Run regular ‘Day in The Life’ stories from great Call Centres. Publish bios & career paths of industry leaders. Show careers & variety.

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O2one France @O2oneFrance

“Shine inside to be viewed from outside”, recruit A-players, effectively integrate new players, give development prospects.

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Hussein Khafagy @sonbol81

First step is to check the weakness of contact centres then build a pyramid of solution and actions.

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JABRA UK @JabraBusiness

Ensuring conversations aren’t overheard & background noise is minimal @CallCentre professionalism #PerceptionIsKey

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Ultra Communications @UltraComms

Have a good understanding of your customer base and know the most convenient time to call #Ofcom #NuisanceCalls

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Infinity CCS @InfinityCCS

Ask people if they’d rather queue up at the bank during their lunch time?

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ISV Software Ltd @ISVSoftwareLtd

Don’t use recruitment techniques inspired by Nev from ‘The Call Centre’.

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Mplsystems @mplSystems

“Give customers what they want: fast access to services; joined-up support across channels, & informed agents ready and keen to solve queries.”

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Simon Beeching @SimonBTweet

Better payment card data security (PCI DSS) – Syntec’s research shows only 1% of people think phone payment to live call centre agents is the most secure.

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Akhilesh Kapoor @akhileshkapoor

The agents should believe in helping the customers rather than showing empathy, Customer Satisfaction should be priority.

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JABRA UK @JabraBusiness

Calm, polite, understanding & above all, helpful #CallCentre staff help dispel myths about unenthusiastic, untrained agents.

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Rostrvm Solutions @rostrvm

Use technology to delight your customer. For example, if you transfer callers don’t make them re-tell their story.

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How do you think the public image of contact centres could be improved? Tweet your answers (in less than 140 characters) to @jontypearce