Jaime Scott  |  June 7, 2016  |  Customer Experience

The worst six words in the call centre: ‘We’ve always done it this way.’

How many times have you heard the phrase ‘We’ve always done it this way’? I’m guessing it might be quite a few. It’s not uncommon for organisations and the people within them to be weary of change, but it’s absolutely essential for call centre innovation, and competitive advantages.

Past successes and things that have worked for the call centre before aren’t necessarily going to translate into positive outcomes today. One phrase that is often cited in times where processes and their owners undergo interrogation is ‘if it ain’t broke, don’t fix it.’

The problem with this approach is that it doesn’t recognise the quickening pace of consumer expectations and attitudes that are shaping the world we live in today. Convenient and sleek experiences are expected by customers, despite which business they’re interacting with.

The key to true call centre innovation

This means addressing any elements of your organisation which may harm the customer experience, hinder business efficiency, or damage staff morale.

The customer experience is something many businesses are already discussing, but the large majority of those really aren’t walking the talk just yet. We speak to an overwhelming amount of call centres who explain to us that they’ve purchased a customer experience management solution; but it doesn’t seem to be helping matters when it comes to customer satisfaction.

Call centre innovation isn’t just about plastering new technology over the top of antiquated ways of working. Technology used in this sense only serves as an amplifier to the existing conditions and processes within a business.

If you aren’t engaging your agents and structuring processes around the customer, no amount of automation, self-service capability, or technology is going to improve their experience.

You might think this is pretty rich talk coming from a software provider, but we’re not just about selling our technology and claiming it’ll magically make your customers happier overnight. Instead, we work closely with our customers to ensure their call centre staff are self-motivated, driven by great leaders, and supported by a cutting-edge Workforce Engagement Platform technology.

In order to succeed, enlightened call centre managers will always be looking for every opportunity to improve their business - what better place to start than engaging your workforce?

The Manager’s Handbook to Agent Happiness

A guide for leaders and managers in the contact centre industry who want to create happy and motivated teams


Jaime Scott

Jaime Scott

Chief Executive Officer (CEO)

Jaime leads EvaluAgent in delivering people-focused software and services to our customers. After almost twenty years directing customer experience and workforce engagement programmes for some of the UK’s biggest brands, including EE, Barclays and M&S, Jaime’s mission is to make things easier for call centres to deliver a truly great customer experience.

Agent Empowerment

How agent empowerment made Orange the most successful mobile brand of all time


How much are disengaged call centre staff costing you?

Back to Top