IMPROVE OPERATIONAL EFFICIENCY OF CALL CENTERS WHILE MEETING BUSINESS STRATEGIES

摘要

When call centers first came onto the business scene more than 20 years ago, their purpose in the enterprise was simply to process customer calls as fast as possible and as economically as possible. Their only strategic value for the enterprise was telephony cost-cutting and human resource economy of scale. Call centers provided a method and means to drive random, uninitiated and expensive customer telephone calls into a highly managed operations framework. For the enterprise, the ability to manage, monitor and drive discipline into this area was good news and "good enough." Never mind customer satisfaction, cus- tomer retention, providing great service or upselling for more revenue; just answer the call and move on to the next call as fast as possible. But as competitive pressures, cost pressures and market speed have increased in all industries and markets, so has the need, if not the demand, for a different view of the call center.