Call Center Technology or Better Working Conditions?

Where must call centers direct their investments – towards better call center technology or in improving the working conditions of the BPO agents? That is the question that customer service call centers are trying to answer. A general survey of call center solutions providers will reveal that the working conditions for the agents are far from ideal.

Many of them are overworked because the management does not have enough funds to hire more agents. They have to stretch for longer hours and that brings about bad cases of burnout. Many of them are reported to have fallen sick on the job.

This is one area that the call center units have to focus on. It is true that call centers have to keep updating the technology that they use. That is necessary to keep on par with the times. However, if the agents are not able to work in proper conditions, the technology that you acquire cannot be optimally utilized.

Working conditions also act as motivations for the agents. At the same time, call center solutions are benefited because the productivity of the agents goes up rapidly. In due course when the technology comes on board, you have the perfect blend that you were looking for!