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Ensure Call Centre Support Systems Reliability
Chapter 20 of the Call Centre Motivation Workbook
One of the most frequent complaints heard from telephone staff is that they become demotivated by IT problems. (Even in IT firms!).
System crashes are a fact of life, but when they are frequent they can damage motivation.
To keep morale high when technology threatens to bring it down, we need to devise emergency procedures so that our telephone staff can feel they are still operating well, even without PC's.
We should turn IT failures into our staff's chance to become SAS style heroes, winning against all odds.
If we build contingency plans for such events, we might even be able to persuade our telephone staff to look forward to saving the company and rescuing customers.
Let's not be too hard on our IT departments either. Let them market how much up-time they are achieving, so that the call centre knows that everyone is on its side.
