Outlaw: Is Your Call Center Killing Your Business?

"Of course not!" you say. Don't be so sure.

First, let me say I appreciate there are many call centers filled with enthusiastic, knowledgeable, and customer-focused people doing their very best to address customers' questions and problems. I also know there are many call centers applying the latest techniques and technologies to make their people both efficient and effective in support of their missions. But having positive attitudes and working hard while necessary are not sufficient to ensure your call center is helping your business not hurting it.

One very significant question to ask yourself about your organization and its call centers is how aligned with the core business strategies of the organization are they? Dimension Data, in its past several year's annual global contact center survey of large enterprises, found that less than half viewed their customer service organizations and call centers as strategic to their businesses. If your enterprise's call centers are fully aligned with your business strategies consider yourself lucky, but don't stop there in determining if your call centers are doing all they can to help your business.

Read More Article...

Related Posts by Categories

Widget by Hoctro | Jack Book