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Business Ethics Reflections

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Business Ethics Reflections
Sabrina Trimble
Axia College

I work for a call center, and if you don’t know it is a very numbers driven type of environment. They want as many people available to take phone call as much as possible. This is something that only makes sense since the job is to be available to take customers calls. The dilemma that we run into is where do we draw the line at taking care of the customers and forgetting the fact that the employees taking care of those customers are human and not machines? From a business stand point it is very important to deliver on the kind of service that you have advertised to the public. It is imperative to take care of your customers because without them we would not have jobs and the company would not survive. Companies try to do the best that they can to minimize wait times for their customers when they call in to speak to a customer service representative. People get aggravated when they have to set on hold for any length of time. I know because I hear it from our customers all the time. My company has come up with a new way to try to deal with this problem. I must say that I give the company a lot of credit for trying to come up with a solution to make service better for the customers. My argument is, at what expense? The solution is called adherence to schedule. By employees adhering to their schedules there should be plenty of associates available to take the incoming calls. These schedules are computer generated based on past trends in call volume. The entire call center is on this program. This program has only been in place for about 3 weeks so there is not much in way of results to speak of at this time. Honestly our hold time has not improved. We still have long wait times and the employees are not happy about this change. For example let’s say your break is at 11:30 a.m. and

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