There are two million people employed in call centres in the UK. That is more than are employed in the motor industry, the steel industry and the coal industry combined. In my experience the service provided by these call centres is very poor. You go through complex routing, sometimes human and sometimes via buttons. In the end your need does not seem to fit neatly into the capability box of the person the other end of the line. There will soon need to be a new profession. This will be the profession of 'intermediaries' between ordinary folk and call centres. You call an intermediary who then takes up the matter on you behalf and reports back to you with a final result.
Edward de Bono nmt
30th December 2001
London
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