when coaching includes listening too and reading notes for the call center rep , my question is this: Calls have become back to back, every day and many times the calls push out the cust that you are working with, so trying to document the notes is almost impossible. There have been times when I had several calls dropped and another one come in simultaneously trying to remember what we spoke on can be almost impossible after 30 minutes or longer so documentation of notes are sporadic if at all. I have noticed many accounts undocumented, the rep may have had to go back hours later to document, but my guess is that they just gave up. T is getting worse by the day, I for one am concerned for out jobs here in the U.S.
3 replies (most recent on top)
Call reps are wearing a head set, so hands are free. So, they can be making notes while the call ensues. If necessary, make the notes in notepad and paste them in later.
All designed to document ad performance and get rid of more American jobs. SEEK A REAL CAREER SOMEWHERE ELSE
That’s why we now outsource call center jobs. Too hard a job for Americans.