the guy was undoubtedly a bit of a knob, but by the same token I think the service and knowledge gaps were a bit alarming. i would hope the company have systems in place to coach and develop staff on their interactions. listening to it got me thinking about some of the challenges in the contact side of the business, eg contact centre costs would be significant/ controlled by kpi's hence the concern expressed by this agent in relation to the call time (hardly out of the script though I would guess/ hope), it may be tough to stack and retain a call centre workforce proficient in the complexities of tort (might as well be a lawyer), client after client would come in with horrendous stories, some genuine some not so much, so how easy would it be to become desensitised to it all.. and how to qualify the leads in a cost effective way with the right level of sensitivity.. and yet I'm certain there'd be plenty of stories where these guys on the front line help make a massive difference to really help turn someone's life around.. wouldn't be an easy job. good luck to all staff, clients and holders
SGH Price at posting:
9.8¢ Sentiment: Hold Disclosure: Held
