^Thanks, but I own several medium sized corporations and I have never guaranteed in anyway shape or form "service levels" to my clients. You were the one who explained that call centres must meet "rigid service levels that if not met can cost his firm multiple thousands of dollars in penalties, and in a worse case scenario lose his job all together" and I don't have a clue what that means specifically for a call centre rep at BCF. That is what I am asking
I see no difference between a pizza kid answering the phone and taking an order than a BCF call centre agent answering the phone, with the exception of the wage. Same level of education, same skills, etc. I am all ears if you can tell me the difference.
For one thing, most call centre agents are required to deal with a much wider scope of concerns than those answering phones at a pizza place. People call a pizza place to order pizza, maybe to ask for a location or opening hours. Perhaps they occasionally call to complain about a pizza, and the employee likely passes that call along to a manager. People might phone the BCF call centre for many reasons including reservations, questions about sailing times for one of many vessels, lost property, complaints about prices, onboard amenities, locations of terminals, promotional deals, Assured Loading cards, travel policies, technical help with the website, etc. Call centre agents are also usually asked to keep extensive notes in complicated client relationship management systems. Pizza place employees can scribble the order on a pad of paper.
All this is not to say that food service workers are compensated fairly. Everyone deserves a living wage, and most food service workers don't make one. But to imply that the work done by BCF call centre employees and those answering the phone at a pizza place is equivalent because they both answer phones is just false.