When call center measurements fail to consider stakeholder value

One of the things that has always effected a call center manager’s respect in the organization is their focus on their insular world of the average speed of answer, call abandonment and other “traditional” call center metrics”. These metrics often clash with what most senior managers are held to and that is customers I know that call center managers are always fighting for the respect of their fellow senior managers. It irks me that call center management time and time again just do not get it.

A Call center manager is a very critical member of a large corporation. I always tell people that in many companies, cable companies, telecom companies, even some kind of financial institutions (direct to market insurance), there are more people in the call center than any other jurisdiction inside that company.

The call center industry is a cottage industry that burst. Nobody goes to a business school to become a manager of customer service. The people running the centers 9 times out of 10 either worked their way up from the phones, or they walked into the position. They did not graduate from a major business school with the intention of running a customer service organization. Herein lies the problem. I believe the best talent in customer service are the pioneers of the business.

Today’s best and brightest go to a business school to specialize in finance, marketing or sales. Customer service is not sexy and it is ignored as a scholastic career. Oh sure there are some classes, but most are taught at local community colleges as part as a customer rep program to provide jobs. The Customer service manager needs to learn how to be a better member of the senior management team

By the way, for those of you that are looking at a good career, a Vice President or Director of Customer Service pays very well, and it always seems that once you have established yourself with a major brand, you have the ability to move from organization to organization without a problem.