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July 19, 2006

Anatomy of AOL's call center

The Consumerist is on fire lately. This time, he gets his hands on the "Sales Training for AOL Retention Consultants" manual that is at the heart of Vincent Ferrari's painful cancellation experience.

The post is a bit like Martin Sheen finding himself facing Marlon Brando's elusive Col. Kurtz in "Apocalypse Now," staring directly into the darkness of a psyche most of us hope we never have to confront.

BTW, total number of comments on Vinnie's original post about AOL: 1,034.

Posted by Ben McConnell on July 19, 2006 | Permalink

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In related news, I just created a new visual that attempts to capture this new kind of "PR" we are seeing unfold (AOL, Comcast, Dell etc.)

http://darmano.typepad.com/logic_emotion/2006/07/the_new_pr.html

Posted by: David Armano at Jul 19, 2006 12:47:19 AM

Nice work, David!

Posted by: Ben McConnell at Jul 20, 2006 3:02:24 AM

charisma is the name of the game!

Posted by: call center at Jul 31, 2008 3:29:29 PM

The secret of a call center success is the teamwork of all employees plus the heart of dedicated managers and CEO's.

Posted by: call center at Sep 25, 2008 12:09:49 AM

The call center industry should do something about the bad publicity it has been getting for the psst years now. They should know more than anyone else that their employees need more training. And more than that, the company should reconsider changing or improving their policies.

Posted by: Contact Center Philippines at Apr 27, 2010 1:34:16 AM

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