ABSTRACT
The advent of customer service centers was triggered by the availability of new technology. Automated call routing led to the creation of the command-and-control system’s sleekest, most modern avatar, the call center-the office environment built as a mass-production factory. Just as we saw in manufacturing in the last century, mass-production offices have led to the alienation of workers, high staff turnover and low morale. In manufacturing, it caused poor product quality and industrial strife. In call centers, it produces poor customer service and high turnover of staff. In many call centers, 30 or 40 percent annual staff turnover is the norm. Today, because the customer can make contact through a variety of media-Internet, fax, phone-the call center has transmuted into the service center. But nothing of substance has changed.
