I’m sure you’ve heard of this phrase, time and time again.  “Too many cooks spoil the broth!”  But, my post today is really about “TOO MANY CHIEFS, NOT ENOUGH INDIANS!”

In my experience, this doesn’t happen in our industry.  For outsourced centers, this will depend on the current structure of the company.  For small ones, this shouldn’t be a problem.

Currently, this is something I have to deal with.  Day in and day out, I am frustrated over the number of bosses that I have to report to or even handle a small issue.  It is a big company and global so there are just too many levels and managers even in one department.  Everyone just wants to get a piece of the pie.

It’s very ironic because accountability is taught and is highly being recognized and preached.  Yet, it is sad to see that due to the tremendous pressure of getting a raise or perhaps be the next manager in an account, everyone is just TOO competitive – unfortunately, forgetting about the “CUSTOMER” or “CLIENT”.

The ‘Indians’ are stressed as it is and it doesn’t help that too many chiefs are trying to get the “good job” on a daily basis.  Delegating and giving orders, forgetting that all the tasks will pile up regardless of effective time management skills are put into play.  This will then start a domino effect, thus making the client frustrated and then ending up in POOR service for the customer on the other side of the line.

This sounds like I’m venting…and yes, I have to admit I am.  I decided to post this today for upper management who own or manages a call center.  Look into your structure and evaluate your structure.  There should only be a great leader with a mission statement that the rest of the departments can follow.  Only 1 leader per department to be accountable for all the tasks and responsibilities and a support team (the Indians) that are strong and guided along the way.  It should really be simple and less complicated.

It might work for some organizations for profit…yes, it is a business, but let’s not forget why we have our jobs.  The customer on the other line only expects the best.