Call Center Excellence: Critical Steps to First-Rate Customer Service.Business Editors CHAPEL HILL, N.C.--(BUSINESS WIRE)--Jan. 14, 2003 Leading companies are continuously moving towards a more customer-centric approach, and high performing call centers are increasingly critical for driving customer retention and boosting market share. A study by research and consulting firm Noun 1. consulting firm - a firm of experts providing professional advice to an organization for a fee consulting company business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a Best Practices, LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control reveals steps top executives take, to ensure that call centers achieve high standards of excellence and deliver first-rate customer service. "Managing World-Class world-class adj. 1. Ranking among the foremost in the world; of an international standard of excellence; of the highest order: a world-class figure skater. 2. Call Centers: Site Visit Findings," available at http://www.benchmarkingreports.com/r/r404.htm, highlights the specific practices top companies use to improve call center performance. Some examples include: -- A leading technological firm has created an inverted pyramid organizational chart to emphasize the importance of the call center and customer relationships. Customers are on the top, call center representative are in the middle and top executives are on the bottom. This new approach has effectively implemented a culture change and placed customer service first among its efforts. -- One financial services company developed a system to handle fluctuating call volumes. When call levels rise 10% above the forecast systems estimate, managers alert over 500 trained corporate reserves. During market stress periods, the company activates Voice Response Units that explain the situation and outline the company's view of the market change. "Managing World-Class Call Centers: Site Visit Findings" compiles the best practices of leading companies based on site visits at 11 world-class call centers, including two Malcolm Baldridge National Quality Award winners. The study also includes: -- Performance statistics, such as abandoned call rates, handling times and hold times -- Call center organizational structures  This article has no lead section.To comply with Wikipedia's lead section guidelines, one should be written. -- Process design and management implementation planning Operational planning associated with the conduct of a continuing operation, campaign, or war to attain defined objectives. At the national level, it includes the development of strategy and the assignment of strategic tasks to the combatant commanders. metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. "Customer service is more important than ever," said Keith Symmers, vice president at Best Practices, LLC. "Companies need to bolster This article is about the pillow called a bolster. For other meanings of the word "bolster", see bolster (disambiguation). A bolster (etymology: Middle English, derived from Old English, and before that the Germanic word bulgstraz call center proficiencies to capture and retain these empowered customers." To download To receive a file transmitted over a network. In any communications session, "download" means receive, and "upload" means send. The download/upload often implies a big/little scenario, in which data is being downloaded from the "big" server into the "little" user's computer. a summary of "Managing World-Class Call Centers: Site Visit Findings," visit http://www.benchmarkingreports.com/r/r404.htm. For more information about this report, contact David Burton at (919) 767-9259 or at dburton@best-in-class.com. ABOUT BEST PRACTICES, LLC Best Practices, LLC is a research and consulting firm that conducts work based on the principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies. For more information, call 919-403-0251 or visit http://www.best-in-class.com. |
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