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Too often, call centers are seen purely as cost centers. In these instances, making Customer Service Reps (CSRs) more productive by shaving minutes, even seconds, off every call is the name of the game, with the goal of potentially saving hundreds of thousands of dollars on call resolution time annually. An alternative, and far more profitable approach, is to transform call centers into customer loyalty centers - through proactive customer care. While at first it may seem potentially more costly for CSRs to spend additional time interacting with customers, delivering better service in this manner pays real dividends both in the near-term and over time.

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Format:PDFSize:165 KB
Date:Nov 2005
Pages:5

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