Call Center Identity Crisis: What is Your Call Center Trying to Tell You About Your Brand? (Part 1)


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Help!!! I have an identity crisis. You keep calling me a Call Center, and that’s not really what I am. I believe I am your Brand Solution Profit Center.

I think it’s time we talk. Please step into my office and stay awhile.

Now, our Call Center is a place that is set away from the public, in this large room with small cubicles and a bunch of phones. Just take a look around. See my worn and outdated décor? This setting is probably what you would expect in your Cost Center Call Center, but is it what you expect from your Brand – Your Brand Solution Profit Center ?!

Look in my corners. Look at my desks. Look at my broken and worn out chairs and cubicles. Am I as clean as you expect your retail stores to be? Oh, I know I’ve been here for a long time, with a lot of people coming and going. But I’m just a Cost Center Call Center, another line item on the budget, that Cost Center for you, right? You treat me like a necessary evil that requires cash to keep me alive.

When I hear you say the words “You’re just the Call Center … ” or “You’re a Cost Center Call Center, certainly not a Profit Center or a Brand Solution Profit Center,” it truly hurts.

I am your Brand every bit as much as your factories and your stores. I can be a Profit Center like your products. I am a gateway to interact with your customers – through calls, chats, e-mails, social media, you name it. I can choose to Delight Customers, or I can choose to frustrate them and generate Angry Customers.

Frankly, I’d like to know why you don’t trust me. Is it because I have entry-level or lower-paid employees working within my walls? Is it because I’m out of sight and out of your mind? I take care of thousands of your customers every single day!

Please don’t call me just a Call Center and treat me like a Cost Center Call Center. If you treat me right, I can be your Brand Solution Profit Center.

JOIN US for Part 2 coming later this week AND please leave a comment sharing your thoughts about your Call Center.

Republished with author's permission from original post.

Jack Dempsey
Jack Dempsey is the Chief Executive Officer of Pretium Solutions. Jack directs Pretium's revolutionary customer loyalty program, the Golden Touchpoint™, which is in active use in approximately 50 countries and over two dozen languages. Pretium Solutions is a premier provider of cutting-edge, sustainable and globally-recognized customer experience management solutions and customer service, call center and sales training, consulting and leadership programs.


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