Jarltech Home
recherche individuelle:
trié par: Catégorie
 Lecteurs codes-barres
 Terminaux mobiles
 Imprimantes d'étiquettes
 Imprimantes PDV
 Moniteurs (tactiles)
 Claviers points de vente
 Systèmes points de vente
 PC portables (durcis)
 Scanners de documents
 Systèmes de bornes
 Technologie de cartes
 Technologie d'identification
 Infrastructure WiFi
 Fixation VESA
 Boutique d´occasions
 Articles EOL
Trier par:
  Catégorie  Fabricant  Healthcare
  Jarltech App
  RSS Feed

Mon compteShowroomMarketingSupportBoutique bonusCatalogueJarltechEmploi
Kassensysteme, Barcode-Scanner, Magnetkartenleser, RFID-Technik, Touchscreen Monitore, Kiosksysteme, Spezialtastaturen
 Numéro de revendeur :
 Mot de passe :
 M'inscrire Mot de passe oublié?
 Mémoriser votre identifiant ?
Support gratuit: 0800.910231


Dispose of your call centre

Ulrich Spranger
Ulrich Spranger
If a company really doesn't want to know what their customers think, then an external call centre is a great solution to shield you. Such a call centre can be in Berlin or in India, that's legal. It doesn't even need to be an external service provider, it's easily possible to assign one of your own departments to call centre duty and ideally move them to a far corner of the company premises, wherefrom no feedback can be heard.

It is also very popular to direct the call through an automated phone system: "Press one to file a complaint, press two to place an order" and so forth. Oh and: "Please type in your 18-digit customer number and confirm by pressing the pound key."

This is requested from me each time, even though the phone system can identify me via my phone number after my first call.

After selecting whether you wish to speak German, English or Indian, it follows up with: "Your estimated waiting time will be: 18 minutes". Instead of playing some music, it is recommended to bug the customer with advertisements during their 18-minute-long wait.

Expectations would soar high, if one didn't know that the person on the other end of the line who is going to pick up your call does not identify at all with the company whose name they are going to tell you (and of which they are not even an employee in most cases).

If I finally get into a dialogue, the staff member is trained to calm me down, enter my problem into a statistic and maybe help me with three or four standard questions. If that's not enough for me, I'm lost.

So: Those employees who are in contact with customers (which is almost everyone at Jarltech, for instance, because customers don't bite) should be in the middle of the company, should be allowed to communicate with all other employees in the company, to suggest solutions to the company and to demand solutions. Because in fact, they are not paid by their boss, but by the customer.

The chance to satisfy a customer through a call centre seems much lower than with the company genuinely caring about him. And if feedback only adds to a company statistic, how much of it still finds its way to product development?

Please make your call centre a part of your company. Customer contact is the most important asset a company has. Where does the idea of outsourcing this even come from?
Articles actuels
Would you apply for a job that doesn’t interest you?
Dress code and Jarltech fashion
Dear Vendors, please check your figures!
Decency among retailers
Record Year 2018
Short-sighted advertising planning?
The terminally ill top-healthy CEO
Order something from the press office of a German company!
Dispose of your call centre
Answering machines and reachability
The data protection regulation upsets me
Please move me!
More expertise in 2018
Marketing reloaded
Golden Rules For Vendor Conferences
Archives du blog
Archives 2019
Archives 2018
Archives 2017
Archives 2016
Jarltech Europe GmbH - Jarltech-Platz 1 - 61250 Usingen
Support - Catalogue - Contact - Data Privacy Policy - Provisions on Order Data Processing -conditions générales d'affaires - Emploi - Boutique bonus