The Call Center Becomes a Revenue Generator
- Topics:
- Analysis
- Tags:
- Call Centers,
- Software,
- Revenue,
- Operational Accounting,
- It Operations,
- Finance,
- Enterprise Software,
- Customer Relationship Management (CRM),
- Customer Interaction,
- Call-center,
- ...
- Source:
- Spherion Pacific Enterprises
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Overview: The article is a business analysis which tells how companies can enhance customer service, develop customer loyalty, and drive additional revenue through the call center channel. The customer interaction center forward-looking companies are envisioning is enabled by a host of new technologies. As the call center evolves into a customer interaction center and begins to foster customer development, the value it provides to the corporation will grow as well. As discussed in this seesion of “Point of View,” the trends and factors facilitating— and requiring—this strategic evolution include: a). The potential for revenue enhancement. Using collected customer insight at the point of interaction to provide “logical” upsell and cross-sell efforts, b). New technologies allowing better data mining, segmentation of customers and agents, and multichannel integration, c). The acceptance of outsourcing. The demands and opportunities presented by customer care and development have outstripped internal capabilities. Companies have successfully assigned call center responsibilities to outsourcing providers for whom this is a core competence.
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Format: HTML | Size: 1,177KB | Date: Jan 2003 | Pages: 8
