Once a place of work has got into bad habits - changing it's tune is nigh impossible. This applies to a charity, a political party or a call centre.
But you cannot just drop the people who are no good and hire new. Not least as some of the people making those decisons are also no good! If the place is perceived to be doing what the Board ask of it? Then nothing will change. Even if they want it to change, the work atmosphere and ethic in the place will have almost a stranglehold on it.
Lastly, we have oft spoken in here about the shortcomings of BA mgmt. Guess who manages the call centres ...
