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I’ve often thought that worker cooperative call centres should be a thing. The people who manage call centres barely understand the contract because inevitably they higher management from outside of the company, since no one on the phones could possibly be management material.
It would probably make quite a lot of money because one of the biggest complaints that companies have about their third party call centres is inefficiencies. Even if the bosses wanted to fix the inefficiencies they can’t because they don’t understand the contract at a base enough level. In a workers cooperative that wouldn’t be an issue since the workers would understand the contract.
Unfortunately it probably would face the issue that all new starts in the industry make, in that most businesses are locked into multi-year contracts with their call centre providers and can’t just swap to a new provider whenever they want. So you’d have to time its startup very precisely as a big company came to the end of its contract, or you’d probably have to get some clients on board before you even started.
Some of those inefficiencies are by design though, especially for any department that might pay out to the customer for the company’s mistakes. You would make a well reviewed call center that big companies don’t want to hire because they’ll actually do the job.
Why don’t you start it? I have experience in cooperative development and could help provide some guidance on getting started (for free of course; DM me if you like)
I’ve often thought that worker cooperative call centres should be a thing. The people who manage call centres barely understand the contract because inevitably they higher management from outside of the company, since no one on the phones could possibly be management material.
It would probably make quite a lot of money because one of the biggest complaints that companies have about their third party call centres is inefficiencies. Even if the bosses wanted to fix the inefficiencies they can’t because they don’t understand the contract at a base enough level. In a workers cooperative that wouldn’t be an issue since the workers would understand the contract.
Unfortunately it probably would face the issue that all new starts in the industry make, in that most businesses are locked into multi-year contracts with their call centre providers and can’t just swap to a new provider whenever they want. So you’d have to time its startup very precisely as a big company came to the end of its contract, or you’d probably have to get some clients on board before you even started.
Some of those inefficiencies are by design though, especially for any department that might pay out to the customer for the company’s mistakes. You would make a well reviewed call center that big companies don’t want to hire because they’ll actually do the job.
This is a very good idea. I worked call centers in the US when I was younger and they all suffered from terrible, abusive management.
Why don’t you start it? I have experience in cooperative development and could help provide some guidance on getting started (for free of course; DM me if you like)