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Call Center Critics
There seem to be lot of criticism of the call center industry where callers have complained that the agents have been working from scripts which seem more like a recitation. The operators are non experts in screening calls. The overseas location has resulted in language and accent problems. There is also problem with regard to automated queuing systems.
There also seems to be criticism from the staff side as they are being closely scrutinized by the management, with low pay, restrictive working practices and high stress on the job.
As stated above, none of these problems are inherent in the call centre model, although many of the companies are still experiencing some or all of the above the problems while implementing a call centre approach.
Most of them are of the opinion that the work atmosphere in call centers is de humanizing and there are low rates of pay and restrictive working practices of some employers. Callers have also complained that the agents are not skilled enough or they do not possess enough authority to resolve problems.
There is also a problem of close monitoring of staff and some people are of the opinion that the close monitoring breaches human right to privacy and it can be counterproductive.
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