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You've never answered the phone, have you? I was the CTO of a large publicly traded insurance company that had 3 call centers across the country and thousands
by 300bps 13y ago
You've never answered the phone, have you?
I was the CTO of a large publicly traded insurance company that had 3 call centers across the country and thousands of sales reps and customer service agents. I designed user interfaces and system architecture that enabled them to rapidly quote and service prospective customers and existing customers. I spent 1 day per week in one of our call centers every week with a headset on listening in on calls eight hours per day. I did that for 10 years.
I know call centers and I most likely know them better than you do. I think considering someone being given two months training "throwing them in" to be hyperbole.
- eksith 13y agoNone of that meets much of the training necessary to save lives. The insurance company has to keep current customers and make sure to gain new ones. That's it. Only monetary loss or gain. The callers at 911 centers (and I'm guessing you still haven't listened to any of these calls) have to handle different systems (with no ability to modify the UIs) contact different services, handle vital data and filter it out from non-vital ones when anything critical lost would mean deaths (as it had been). E.G. To become familiar with police, emergency medical and fire codes. Respond to caller situations appropriately, calmly and above all else, cogently. This is a far greater burden than any insurance operator will ever face in the line of work. It's most definitely not hyperbole.
- 300bps 13y agoYou've proven that no matter what I say, you will discount my experience and make guesses as to what I have or haven't done. Why would I continue writing to you? Have a nice day.