I take issue with Robert Dwek’s assertion that within UK call centres, quantity is “taking precedence over quality” (MW last week) and feel he does the industry a great injustice by tarring all suppliers with the same brush.
Yes, there are some high- profile organisations that operate on a high-volume basis from outside the UK, but there are also many smaller suppliers thriving because they deliver exactly what their clients want.
We find that there is an increasing recognition among our client base of the value of call centres that focus on in-depth, high-quality knowledge and contact with customers, where staff see themselves as brand ambassadors and protectors who must treat their client’s brand as their own.
Client services director
Granby Marketing Services