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The Call Centre Association is proposing a ‘Best Practice’ Standard for call centres. But the Standard is not Best Practice, it’s Bad Practice, based on mass-production thinking – which has caused the sweatshop phenomenon.
You can download an open response to the CCA’s Executive Director on http://www.lean-service.com. If you agree with the views expressed in it, please write to the CCA and DTI (addresses and email addresses are in the document).
Hi Maryanne.
Call centre voice (http://www.callcentrevoice.com) have raised this as a concern on their website, and are trying to rally round some kind of interest in promoting good practise in the call centre.
Have a look if you like, it’s http://www.callcentrevoice.com
Jim
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