Criticisms on existing practices in call centres and how the iQeQ approach can counter them   From the customers viewpoint IQeQs approach is to design solutions to deliver: Operators working from a script A choice of scripted or random ‘natural’ conversations Non-expert advisors 'Best advisor' expertise, skills and knowledge Operators finding difficulty in processing customers' 'Best advisor' expertise, skills and knowledge requests effectively   Overseas location, with language and accent Product understanding and a more natural callflow problems   Departments do not communication with one another A customer 'profile' which can be shared From the staff viewpoint Close scrutiny by management (frequent call A way of monitoring operator behaviours monitoring) Low compensation (pay and bonuses) An interaction that can be used by less experienced   staff Restrictive working practices (follow a pre-written A non-scripted conversation & customer focused script) approach High stress: dealing directly with customers Tools that support interactions with customers i.e.   emotional Repetitive job task A customer focused interaction - different each time Poor working conditions (management interference) Management control which enables less interference