Welcome

Welcome to the new blog of Better for Everyone, the UK call centre with intelligence, integrity and initiative based in Bradford, West Yorkshire!

The traditional call centre approach has earned the industry its awful sweatshop image and reputation for terrible customer service. I knew there was potential for something much better and that creating my own company with a better, more ethical approach to call centre services was the right thing to do.

Through this blog, we’ll keep you informed of our news and let you know our thoughts on what’s going on in the industry and in management generally, so do keep coming back.

Friday 15 May 2009

Come on, Suralan! Don't you think it's time you set a better example?

OK.  To be quite frank, this has gone far enough!!

Commenting on Debra’s ham-fisted, obvious endeavours to lie her way out of bother this week, Suralan observed, “Thinking on your feet is good, but sometimes you’ve got to tell the truth!”

To my mind that’s tantamount to saying “Lying is usually best…”

To use a phrase coined in the same episode by the eloquent James, that’s cods**t!

If senior business leaders like Suralan are giving out that message, is it any wonder that call centre workers tell the occasional fib (or even bare faced lie)  in order to meet their performance standards …

Call centre managers set targets and keep watch over agents’ performance against them.  If the target is high and therefore difficult to achieve, agents may only be able to achieve it by telling the odd porkie (after all Suralan says that’s OK….)

And they do – I’m sure you’ll have experienced it as a customer…  agents will do everything they can to avoid missing work targets or standards. 

These aren’t bad people, they’re just managed using a bad system….  a system that is perpetuated by the likes of Sir Alan Sugar.

Come on, Suralan!  Don’t you think it’s time you set a better example?

This blogger does…