Criticism – by definition is usually “the act of criticizing in an unfavorable way.” By the very definition of the word, being criticized is a bad thing. It’s no wonder people have a hard time accepting criticism. When you come across criticism you have to realize two things.

In all fields, criticism cannot be avoided; it is part of one’s human nature. Hectic industries like the call center field always have to face major criticism in job performance.

Criticisms of call center performance follow a number of common themes, whether from callers and the call center workforce, widespread criticisms include:

• Operators that work from a script

• Non-expert operators (call filtering)

• Lack of capacity or untrained operators unable to deliver customer request effectively.

• Pronunciation problems.

• Tone menu systems and automated queuing systems

• Disproportionate waiting times to be connected to an operator

• Complaints from company departments are not communicated with each other.

• Dishonesty about the location of the call center (such as assigning false names in English to foreign workers)

• Require the caller to repeat the same information multiple times

Universal staff criticisms include:

• Close scrutiny by management (eg frequent monitoring of random calls)

• Low compensation (salaries and bonuses)

• Restrictive labor practices (some operators must follow a prewritten script)

• High stress – a common problem associated with front-end jobs where employees deal directly with customers.

• Monotonous work task

• Unfavorable working conditions (eg poor facilities, poor maintenance and cleaning, tight working conditions, management interference, lack of privacy and noise)

• Impaired vision and hearing problems

• Bad-mannered and offensive customers, especially those who call and ask, “Is this the answering service?” (Most operators cannot disclose this.)

The web of these concerns is that call centers as business processes show signs of stratospheric levels of unpredictability. The know-how of a customer and the achievements of the company on a given call depend almost entirely on the quality of the driving force to answer a call. Mainly, call center companies are beginning to address this problem by using agent-assisted voice solutions to standardize the process that all agents use. Anton and Phelps have provided a comprehensive HOWTO directive for conducting company performance appraisal, while others are using a variety of scientific technologies to get the job done. However, some use alternatives using approaches based on personality and skills.

The best way that a call center management can ensure its quality performance is to conduct a monthly training and evaluation to achieve customer satisfaction. Taking surveys will go a long way so that you can track your performance regularly.

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