- xerox ars25.Nov 2015
Support from Management
The culture at the division I worked in was blind leading the blind. Upper management did not have a grasp on what is needed to effectively manage a call center engaged in the type work we were engaged in. They implemented a one size fits all approach. No matter the product or project they used the same recruitment and retention models for hiring agents and the project sales model was ill conceived.
The project(s) I worked on were interesting, challenging and engaging. They should have been very profitable, however they recruited and hired the wrong employees. The caliber of agents they hired were more suited for simple telemarketing type projects. the Projects we were involved with were fairly complex and required earnest effort and interest in order to provide the service that the project demanded. Bottom line is that you just can't get a 9.00/hr agent to learn and be successful at this type project, consequently, they spend tremendous time and money hiring, training, then losing a continual flow of the wrong type people.