The True Nature of Call Centers

The call center industry is like no other. This market is built on a premise that a company usually has less than 240 seconds to solve a problem or gain an opportunity, either over the phone, on the Web, or with e-mail, using for the most part entry-level people in a situation with a 30 percent turnover rate. We have to create, delight, and retain customers in less time that it takes to boil an egg. We have to do it millions of times a year and with quality. In this industry, one extra second with a customer or client could be worth hundreds of thousands of dollars.