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Call centres and personal responsibility.

One of the biggest problems in today’s society is the decline of personal responsibility amongst the general population. Everyone wants to blame everyone else for their terrible existence, lack of job, bad health and every other hardship they may face. No one takes and kind of responsibility for it. If life has taught me only one thing it’s that if you want something, you have to make it happen. Things do not just fall out of the sky for you.
But the question is, why does everyone lack this idea of personal responsibility these days? Have we all become so suppressed from creative thought that all we can do is consume? Why do we all just want it easy?

Back when I first started working, I worked for a small software house that employed about 20 people. When someone phoned us, we put it through to the person who could deal with their enquiry the best. Everyone had a distinct role and took on the responsibility for that call when it was put through. If someone reported a bug to me, I would look at it, fix it, update the logs and send out a disk to them to fix the issue. If it was really serious, we could connect them to out modem link. This was in the early 90’s. Technology has moved on somewhat since then but what was key here was my personal responsibility to take charge of the thing I was fixing. There were a few projects that certain programmers took charge of and would fix if needed.

These days if you need something fixed or your gas bill changing or your bank account looking at, you generally end up calling a call center. When you call these places, you will be randomly put through to whoever is free. Is the person you spoke to last time? No idea as you didn’t get their name last time. Try and get their full name next time. You might be lucky. Then ask for their extension number or their direct dial number in case you need to speak to them again. Probably not gonna happen. They will probably tell you that they don’t have extension numbers. Most won’t. The phone system automatically directs to who is free so you will never get the same person again. So what can you do? If nothing gets done, you’ve got no comeback. You phone again and speak to someone else. The person who took your call has no sense of personal responsibility for your problem because they never get any comeback if they don’t deal with a problem, therefore they don’t care.
You get the run around from the call centre because every time you ring, you have to explain why you are calling, again. You then don’t care because you think this is the normal way society behaves. It permeates through into everything you do. You feel somehow privileged when someone finally does fix your problem after you’ve waited to be talked to. You begin to think that this is the way the world is meant to work.
News flash: It’s not!

Outsourced IT departments also create the same problem. The thing you have to remember when you employ someone is that not only do you employ them for their time and expertise, you also employ them for their personal responsibility. You want them to take charge of issues and projects and deliver on them. Personal responsibility.

So back to the call centres. If when you phoned one up, the person on the other end told you their name, straight away and gave you a direct dial number, you’d feel much better about your experience. Not only that, because you could speak directly, at any time, to the person who dealt with your initial call, they would be more motivated to help you. If they don’t sort it out when they say, you’ll be calling back to find out what’s going on.
With your standard call centre you’re stuck with explaining the problem again if no one sorts it out. You begin to think that this is the normal way to behave and it permeates through your life. Lack of personal responsibility.

People seem to forget that no matter what happens in life, it effects everyone and has a much wider influence on general thinking in society.

Everyone should work on their personal responsibility and stop making excuses.