The 'cause and effect' of the 'sweatshop' syndrome.

CAUSES

• Inadequate resourcing
• Too many calls
• High occupancy levels
• Unrealistic targets
• Customers complaining
• Verbal abuse
• Lack of training and support
• Intensive monitoring
• Intensive call recording
• Poor management skills
• Management bullying and intimidation

Symptoms for the Customer

• Poor customer service
• Unable to get through on a line - engaged tone
• Considerable hold / wait times
• Continuous playing of music / delay message
• The need to abandon calls due to wait times
• The call centre agent 'promise' remains unfulfilled
• Repeats calls are necessary until fulfilment achieved
• Fulfilment and quality are erroneous

Outcomes for the Call Centre Agent

• Continuous calls
• Wallboards displaying number of customers queuing
• Limited wait times between calls
• Handling complaints and problems all day
• Command and control management
• 'Big brother' management style
• Absenteeism
• Attrition internal / external
• Low Morale
• High stress
• Agent 'burnout'