Customer Escalation handling is the holy grail for many corporates. It builds business and more importantly builds careers within the company. So it attracts a lot of visibility seeking people in to it.
While, the intention is noble and essential, that is - paying attention to customer, the implementation of it hugely opportunistic and wasteful.
Last night, I went on a call where for one issue, there were 3 program managers, 3 technical managers, 1 escalation manager and 2 technical support engrs, 4 engineers and one customer representative.
There was one hour of internal call and one hour of external call.
2 hours of 13 people, for one issue, which is in root caused and fix found state. Two people talking. Others watching !
Betaal mused the words "efficiency" and "frugality".
A loss..
10 months ago
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