Transcription
The PLC's are all saying, "Let's try and tin down the call center." Most call center staff are probably metricked on how quickly they can bring a call to an end. Broadly speaking, it's looked at as an efficiency problem. It's not looked at as an opportunity.
If you contrast that, I spoke yesterday to someone who'd worked extensively with James Dyson. And James Dyson was sitting in on a presentation about the Dyson call center. It's astoundingly good. And he was sitting in on this conversation and they were talking about operational efficiency and James Dyson said, "You've got this completely wrong. You're looking at this as a nuisance to be solved when someone calls us. I want you to think about this differently. I want you to consider it a great honor that one of our customers wants to get in touch with us and we should therefore respond accordingly. In other words, we should be flattered and delighted that one of our customers wants to contact us for whatever reason. And we should see this as an opportunity to do something remarkable rather than you know a nuisance cost to be minimized."