Call Center Management: Building Customer Loyalty Through Employee Communication.Business Editors CHAPEL HILL, N.C.--(BUSINESS WIRE)--Feb. 11, 2003 A competitive team-based customer service center is vital to providing superior customer service in today's consumer-driven marketplace, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. 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 . The study of exceptional industry leaders found that an integrated approach to communication enhances customer loyalty and maintains service excellence. "Managing World-Class Call Centers: Site Visit Findings," available online at http://www.benchmarkingreports.com/r/r440.htm, explores how top companies use specific communication techniques to optimize optimize - optimisation call center service. For example, one automotive company uses a team approach to resolve customer complaints where the customer support consultants label the issue for customer assistance managers who then investigate the problem and perform containment and corrective actions A corrective action is a change implemented to address a weakness identified in a management system. Normally corrective actions are instigated in response to a customer complaint, abnormal levels if internal nonconformity, nonconformities identified during an internal audit or . This community approach helps differentiate their product through service excellence. It resolves customer and business issues efficiently and effectively, tailoring responses to reflect the value and duration of the customer relationship. "Managing World-Class Call Centers: Site Visit Findings" compiles lessons learned and best practices from site visits at 11 world-class call centers, including two Malcolm Baldrige National Quality Award The Malcolm Baldrige National Quality Award is given by the United States National Institute of Standards and Technology. Through the actions of the National Productivity Advisory Committee chaired by Jack Grayson, it was established by the Malcolm Baldrige National Quality winners. The study also includes the following findings: -- Performance statistics, including employee turnover rates, handling times, hold times and abandon call rates. -- Call center organizational structures -- Employee reward and recognition systems -- Call center rep evaluation and management practices "Customer service is more important now than it ever was," said Chris James
To download a summary of "Managing World-Class Call Centers: Site Visit Findings," visit http://www.benchmarkingreports.com/r/r440.htm. For more information about this report or other benchmarking reports, contact Steve Walters Steve Walters or "Box head" is an Australian former rugby league player who, at the peak of his career, was considered the best hooker in the game. Steve is the eldest of the three Walters brothers, but was the last of them to gain Australian Test selection honours. at (919) 767-9256 or at swalters@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 about Best Practices, LLC, call (919) 403-0251 or visit http://www.best-in-class.com/ |
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