The center must be planned and managed with a clear understanding of the need to balance desirable goals that may contradict each other. One might expect centers to fail because they don t follow the five steps to success. That s true to a degree, but we ve found that call center projects that don t do well have their own built-in warning signs. If you see any of these characteristics in a call center project, get ready for problems. The call center is a solution to an undefined problem.
Management believes that the most important questions are about products and technology.
Many projects put the cart far ahead of the horse. Management tries to do everything at once. Do one thing well, then move on. The wrong group is in charge of planning. Most commonly, this happens when a technical group such as IT or telecom takes precedence over the operating group that actually operates the center.