I have been in the Call Centre Industry the last 5 years, and believe me, its getting tougher every year. Being a fledgling Industry, the norms are few, past track records are non-existent, attrition is high and misconceptions about this industry are many! One can almost term it as an unorganized sector.
To all those who think Call Centres are a passport to a better life, all I can say, is that the grass is always greener on the other side. Call Centres arent really what they are made out to be: luxurious, hefty pay packets, glamour, opportunity, career growth, working with clients abroad. Its hardly as posh as it seems.
Recently I chanced upon a piece of information that was truly heartening. CCDCI is holding a conference in Mumbai in September 2008, to highlight, deal with and find solutions for the maladies plaguing the Call Centre Industry in India. It also plans to explore the challenges posed by this Industry.
Its important to note that someones taking charge: we need tools, techniques and strategies in order to get more out of Call Centre employees, colleagues and this organization. The need of the hour is more effective management and better leadership. This could prove to be a platform to deal with key issues and concerns, bringing together all the key players in this industry. They also plan to address specific needs and individual areas of the Call Centre Industry.
Kudos to CCDCIs initiative at combining technology, people, quality and strategy. I know Im looking forward to attending this Conference.