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That seems utterly nonsensical and dehumanizing. If you have a human greeter/operator, why not expose that to the customer? You are already paying for the human
by danepowell 8y ago
That seems utterly nonsensical and dehumanizing. If you have a human greeter/operator, why not expose that to the customer? You are already paying for the human to be in the loop, why not benefit from the impression of a friendly human touch as well?
I'd love to know more about these operations, thanks for mentioning this.
- euyyn 8y agoI guess during the time the recording talks, they can listen to another call? So you end up having to hire less people.
- chias 8y agoSadly I know very little more about it, other than being able to confirm that it really is dehumanizing. You're essentially being paid for your capability of performing simple natural language processing. The amount of courtesy that call-center people get is already pretty low, and bundle in that the frustrated person thinks they're talking to a robot that literally doesn't have feelings... he had some Bad Days (though he did say that you could let a lot of things slide by just reminding yourself of how comically nonsensical the whole situation is). I'm just speculating here, but I suspect it means that the employee needs less training. All he needs is a quick flow-chart to route the calls. No training for how to talk to customers, no liability regarding things he might say, etc. He was glad when he found another job.