Item description for Calling the Customer: Factors that determine a successful outsourcing relationship by Maria Kimme R....
Call centers have evolved to become the 'first line of defense', at the forefront of modern business. Many companies decide to entrust specialists with servicing and building the relationship to their client base. But as customer contact is a very sensitive and crucial aspect of the company's long-term success, failures may have damaging consequences. As the personalities of the clients are as varied as their requests, contact centers need to be very flexible. Many control measures used in outsourcing other business functions - such as standardized processes - 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 the special characteristics that need to be taken into account? What role does trust play and what measures can be taken to create and build trust? This book gives an overview of the call center industry as business process outsourcing provider and offers answers to the questions above. A study for call centers, their clients and companies who are considering becoming clients.
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Est. Packaging Dimensions: Length: 9.45" Width: 6.69" Height: 0.87" Weight: 0.97 lbs.
Release Date Feb 1, 2007
Publisher VDM Verlag Dr. Mueller e.K.
ISBN 3865507271 ISBN13 9783865507273
Availability 74 units. Availability accurate as of Mar 28, 2017 08:09.
Usually ships within one to two business days from La Vergne, TN.
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