The problem with call centers, as an ex-IT guy for several of them, is not the people, but the interface they have to the company behind them. People expect ca

The problem with call centers, as an ex-IT guy for several of them, is not the people, but the interface they have to the company behind them. People expect call centers to be able to do anything. Companies hiring call centers give them 2 or 3 options in a clunky web interface. Or worse, access to a ticketing system. Management does not want the call center to be able to do things, or wants certain metrics (no more than 10 unsubscribings per month - that sort of thing), and this then gets translated in "incentives" for the people answering the calls.