Calling the Customer

Editora:

KS OmniScriptum Publishing

Código:

491_9783865507273

Vendido e entregue por Um Livro

Sinopse
Características

Call centers have evolved to become the first line of defense, at the forefrontof modern business. Many companies decide to entrust specialists with servicingand building the relationship to their client base. But as customer contactis a very sensitive and crucial aspect of the companys long-term success,failures may have damaging consequences. As the personalities of the clientsare as varied as their requests, contact centers need to be very flexible. Manycontrol measures used in outsourcing other business functions - such as standardizedprocesses - are therefore not applicable.New standards have to be set and in order to do so, different questions arise:What are the driving factors behind the success of a call center? What are thespecial characteristics that need to be taken into account? What role doestrust play and what measures can be taken to create and build trust?This book gives an overview of the call center industry as business processoutsourcing provider and offers answers to the questions above. A study forcall centers, their clients and companies who are considering becomingclients.

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