Ten steps to shape your call center strategy

From: Telemarketing & Call Center Solutions | Date: May 1, 1998| Author: | Copyright information

1) Build Your Team

Today, more than half of the interaction companies have with their customers takes place over the telephone. For that reason, an organization's call center represents a focal point for nearly all the activities that take place within the business. It is a place where valuable information about customers' wants, needs and buying habits is collected. It is also the place where customers receive information and form opinions about the company. For that reason, call center planning and management touches on every part of the organization, and also extends to partners, ...

Read all of this article with a FREE trial to HighBeam Research

Related newspaper, magazine, and trade journal articles from HighBeam Research

(Including press releases, facts, information, and biographies)

10 step to increase sales, service and satisfaction through your call center
; ...corporate goals and customer expectations. Today, aligning...strategies of today's call center requires careful...led to your call center objectives...has surveyed customer expectations in the past...organization adjust call center forecasting...according ...
Close call: ensuring that your phones get answered: are your frontline people struggling to juggle incoming telephone calls with the needs of lobby customers? Consider the advantages of a call center ...(Fundamentals)
; ...of the few that hasn't established a call center yet? Then you probably weren't aware...you might consider the benefits of a call center. You surely realize that your personal...phone or through ATM machine. With a call center, your employees can serve customers...
Lead, follow or get left behind! Your call center and the Web
; ...technology, one fact screams out to today's call center manager: "If you're not integrating your call center with the Internet, you're getting left...wealth of information generated by your call center, you can begin to harness the true power...
Good pay minus hard life equals job at call center.(Metro & National News)
; ...RONALD S. LIM with MANNY B. MARINAY CALL CENTER agents are certainly not your average...West. But the most enticing part of the call center job is the handsome salary it offers...by the financial rewards received by call center representatives. Theresa Lambino, who...
Phenomenal call center growth is only part of the equation
; ...telecommunications markets have begun tracking the call center market as well. These analysts have found the call center market rife with growth. Wall Street's brief love affair with call center outsourcing companies probably had a major impact...
Get these four right--and run a better call center.
; The call center is increasingly becoming a linchpin...from building better mousetraps. Such call center dysfunction is the stuff of anecdotal...hasn't necessarily been a sense that the call center provides a career path within the bank...
Big decisions for the small call center
; ...economies of scale that place the small call center at a disadvantage. If you have 35 call center agents or fewer, you face the difficult...strategic operational choices for the small call center: * Running your call center in-house...
Staffing for Success: How Banks Put Together Winning Call Center Teams
; ...23 percent of community banks employ call center customer service representatives, according...month. The likelihood of a bank having a call center increases dramatically with asset size...or less, none responded that It had call center representatives. In contrast, 69 percent...
Strategic assessment: The roadmap for call center creation and expansion
; ...or expansion of an automated call center is a costly endeavor. Today...installed seat in a new outbound call center runs between $4,000 and $5...national average of 24.9 seats per call center, the costs mount quickly. Like...
Optimize your call center through simulation
; ...customer contact. Let's think of today's call center as having two dimensions of customer...satisfaction index (or CSI) with the call center cost per full-time equivalent (Cost/FTE).' Call center managers can determine which quadrant...