Pet Peeve #4 Call centres
noodlenoggin wrote:I'm curious at what point the phone became more important than in-person. When I was little, people paid attention to the customer in front of them, and let phones ring...or told a caller "I have to let you go, I have a customer."
Now people ignore customers who've taken the effort to actually go to a business when the phone rings. "Excuse me, I have to take this."
Maybe when I go to a store, I should stand in front of the clerk, whip out my cell phone and call the store, thus to have her undivided attention.
I have a view on this. (surprise! surprise!) A fairly venomous one, because I have a whole fistful of frustrations whenever I think about how our world is becoming increasingly commercialised, professionalised and depersonalised. (It always has been those things, I guess, but profit-driven technologies are more and more making it feel that way.) I can't tell you just how much I loathe this stuff.
Its an incontrovertible fact that people in the flesh are just damned inconvenient. They have problems and want to discuss them. Sometimes they are isolated or lonely or garrulous and just want to chat. They want acknowledgement and recognition. This all plays havoc with a company's 'efficiencies'.
A telephone caller can be despatched within 40 seconds - that's a standard call-centre target. The 'operative' can deal with sixty calls an hour, signposting every one so that there is no possible chance of a real time-wasting engagement. At the end of a phone, the customer can't see that 'Darren' or 'Tracy' are reading a programmed spiel off the screen. That way, they are less acutely aware that they are talking to a biological machine rather than a real human being who might conceivably want to help them.
The phone became the medium of choice when technology made it more profitable than a man or woman standing behind a counter. From that point on, Houdini-like, capitalist ideologies wriggled and contorted themselves into the required shape to show that this was all very much in the interests of the 'customer.' 'Professionals' have now started to believe their own spiels. Customers - the raw meat of 'communication strategies' - have now started to believe them too. The long, sure road to human ideological conformity has begun all over again.
When the guy at my motorcycle dealership starts reading a spiel over the phone to me, that's the day I give up riding and embrace despair. As professionalised as the motorcycle industry has become, there is still room for human face-to-face contact at the sharp end of it - and even time for a joke and a bit of time wasting.
'Efficiency' on the other hand is just another name for mass dehumanisation. Nausea sets in at that point. And it is not even that efficient. Some theores suggest it is not even very efficient at producing profit.
A hundred years ago, Paul Lafargue wrote a book called, 'The Right to be Lazy'. These days you are crying in the wilderness if you so much as demand the right to be human.
Hmmm! Do I make myself clear?
