Getting more from call centers
Call centers are an essential part of the marketing and customer care strategy of many companies, but too many executives consider these operations a necessary expense rather than a way to generate new business. Indiscriminately moving customer traffic to a company’s Web site or outsourcing call centers haphazardly can make them less rather than more effective.
Content: Article | Authors: Deepak K. Khandelwal, Keith A. Gilson | Source: “McKinsey Quarterly” | Subjects: Customer Related, Marketing / Sales