Tag: Call Centre

• Virgin on the Ridiculous

  

  While a plethora of UK businesses have merrily slashed customer service and unapologetically tossed the blame onto COVID, the irony of their switch-hitting is not lost on the casual observer. Resource and volume distribution challenges are nothing new. Back in the day, contact centre providers would largely differentiate themselves through their innovative use of technology…

  Max Frances

  Feb 28, 2021

  BPO Contact Centres, Business, Customer Service, Management, Retail

  BPO, Broadband, Call Centre, Contact Centre, Coronavirus, COVID-19, Customer Experience, Customer Satisfaction, Customer Service, Customers, Flypaper for Freaks, Law, Sky, TV, Virgin Media

• Excuse Me

  

  Back in the day when I was managing services in the world of outsourced contact centres, we used to love disasters. Whether it was a hapless navvy slicing through a communications cable, or a PR disaster that simultaneously sent enquiries through the roof and service crashing through the floor, we high-fived each other into joyful…

  Max Frances

  Aug 8, 2020

  Politics, Society

  Call Centre, Contact Centre, Coronavirus, COVID-19, Customer Service, DWP, Flypaper for Freaks, Government, Local Government

• Freaked Out

  

  I’ve been asked about the usage of the term freak and its appropriateness. See, that word appropriate again. How people love to manoeuvre us onto the back foot by raising the spectre of social norms and our purported failings in relation to them. The faint, sweet odour of latent shame is being subtly, but determinedly…

  Max Frances

  Nov 9, 2019

  Books, BPO Contact Centres, Customer Service, Freaks, Recruitment, Society, Talent, Writing

  BPO, Call Center, Call Centre, Contact Center, Contact Centre, Customer Service, Flypaper for Freaks, Freaking Hired!, Freaks, Recruitment