A call center is part of the first line, instead of close contact with customers and is also the "help desk" where all the problems converge; it is finally the telephone exchange, virtual porch the company. In all cases, the operator must quickly understand what he said sometimes a person anxious and awkward for who must find a solution. This requires expertise and agility of mind. It is a very educational. If you want to know the problems of a company, spend a few hours "help desk": you will learn more than several days of investigation. Yet many companies consider the call center as a secondary activity. They willingly entrust to subcontractors, some of which, as regards the comfort of workers could be compared to chicken farms. Employees in call centers are often poorly paid; these are positions that are to be kept by student interns. These jobs are suffering from high turnover (Batt, 2000).
Sociology of call centers
The call center agents perform a function of contact that any consultants describe as "strategic," but it would take a miracle for staff recruited in this way can give a quality service. Branches loving saving penny-pinching want to believe in this miracle. They are not the only culprits. The call center agents do not work in the same premises as the others, do not eat at the same canteen, have different schedules. However, if the company was sound, we would go about it differently. The call center would be considered the crucible where we must put the best people. Access to leadership positions - whether to direct an institution, a region, a direction to DG - would be preceded by a passage in a few weeks at the call center so that the future Director can see up close problems that arise in the relationship with customers, or "help desk". This would ensure the promotion of call center agents to management duties for the company capitalizes on the knowledge "to the front" and warm (Frenkel, 1998).
We analyze the statistics and comments from call centers, which are also useful indicators for the strategy. Companies are more interested in consolidating the status of leaders, introduce them to the relational aspects of their position, and train their powers. The course will not be at the call center, but in the corridors of the DG, the future director there will learn nothing about customers, but will be introduced to the internal intricacies of the plot. Companies that neglect could teach them the evidence accumulated in the call center and they let evaporate, with "turn-over, knowledge workers who went there and they waste a great way to train their cadres. We oppose the cons-examples: they exist, it's true and it is happy. But the situation I described is the majority, and that's the problem.
Ethical Issues in Call Centers
There are various ethical issues involved in centers. Some of them are ...