Getting More From Call Centers
Call centers can be strategic to business. But it's important to first establish a customer service strategy to enable the call center to truly bring full value to the organization.
To be successful, companies must do three things:
- Define a customer service strategy that goes beyond providing good service at a low cost
- Put in place an infrastructure that uses outsourcing and technology in a judicious way
- Invest time and money in coaching and in performance management systems
Companies that have acted on these imperatives are already generating higher revenues and providing better service - at a lower cost.
According to The McKinsey Quarterly report, "Getting more from Call Centers", the key is to develop a customer service strategy that successfully balances cost, revenue generated and quality.
Customer Service Imperatives from McKinsey
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