August 1999
Letters
Dear Nadji:
I must say that I agree in the strongest terms with the issues you discussed in your
editorial (Why
Teleservices Companies Fail Or Succeed) in the June 1999 issue of C@LL CENTER
SolutionsTM. American business appears to be run by a bunch of 25-year-old whiz kid MBAs
who have never had to write a script, calm an irate customer or personally terminate
long-term employees because managements poor decisions have ruined the business.
Unfortunately, as an industry we must shoulder some of the responsibility for this
state of affairs. How many times have we passed over the 45-year-old with 15 years
experience because we could hire someone 20 years younger for $20,000 less? The
complexities of this business are not mastered in a few weeks, and are rarely taught in
the academic world. Older and experienced does not necessarily mean tired and hidebound.
Youth and energy do not always connote expertise.
Keep up the good work, Nadji. Maybe someone will listen to you.
Tom Iarossi
Site Manager, RMS North
Dear Nadji:
Youre a busy, busy man. I hope you actually get a moment to read this. In respect
to your time, Ill be as brief as possible.
Nice editorial on the state of the Wall Street versus private call center organization!
(June 1999, Why
Teleservices Companies Fail Or Succeed.) I just have a few remarks.
Ive been a telemarketing professional for 15 years, 10 of those in service
agencies. Ive vendored to several Top 50s who are now amidst the Wall Street
dilemma. Ive run two entrepreneurial organizations where I can assuredly say, the
quality, the client-first attitude, the focus on specialization and consumer respect was
enormous. I can be proud of where I worked, and I can be embarrassed of the performances
of some vendors.
Nadji, there have been a few times in my career when I questioned the worth of the TOP
50. Ive sought after and won MVP status, ACCE status, and other awards because they
are about quality. In the early 80s the quality firm I worked with did place in the
TOP 50, but Ive never forgiven volume as an excuse for results. It can be an
indicator of leadership and exceptional business...and that can mean quality. But I held
you somewhat accountable for the message that bigger must mean better. Surely, I was wrong
and owe you a passive apology for that. You have long stood for leadership and quality and
I knew that. But this last editorial redemonstrates your commitment to that end, and
reaffirms C@LL CENTER Solutions position as the pulse of this industry.
Thanks for the message. It means a lot to those of us who want this industry to service
and stand for excellence.
Curt Herwers
Vice President of Operations, Strategic Telecommunications, Inc |