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Author: Jon Anton
Publisher: Purdue University Press
ISBN: 9781557532152
Category : Business & Economics
Languages : en
Pages : 94
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Book Description
Executives are starting to recognize the potential of the call centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. This guide describes in practical terms the ins and outs of benchmarking.
Author: Jon Anton
Publisher: Purdue University Press
ISBN: 9781557532152
Category : Business & Economics
Languages : en
Pages : 94
Get Book Here
Book Description
Executives are starting to recognize the potential of the call centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. This guide describes in practical terms the ins and outs of benchmarking.
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Author: Canada. Public Works and Government Services Canada
Publisher:
ISBN:
Category : Call centers
Languages : en
Pages : 142
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Author:
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ISBN:
Category :
Languages : en
Pages :
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Author: Canada. Citizenship and Immigration Canada
Publisher:
ISBN:
Category : Call centers
Languages : en
Pages : 196
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Author:
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Author:
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Languages : en
Pages :
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Author: S. Deery
Publisher: Springer
ISBN: 0230288804
Category : Business & Economics
Languages : en
Pages : 302
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Book Description
This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Author: Great Britain: National Audit Office
Publisher: The Stationery Office
ISBN: 0102937184
Category : Political Science
Languages : en
Pages : 88
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Book Description
This NAO report examines the role and cost effectiveness of contact services for customers from the Department for Work and Pensions. During the 2004-05 period the Department spent £190 million on running contact centres. The centres themselves answered more than 33 million incoming calls, and made 7 million outgoing calls, as well as handling 300,000 e-mails, 30,000 faxes and 4 million incoming letters and application forms. The Department serves a wide range of customers, including 28 million pensioners and benefit recipients, paying out £112 billion a year in benefits and pensions. This report sets out a number of recommendations: that the Department should develop its understanding of customer demand and improve its forecasting processes; that the Department should aim to offer a seamless service, by reducing the number of telephone contact points, as well as sharing good practice techniques across such areas as forecasting and training; that contractual arrangements for staff should match the demand needs of customers, and that contact centre targets should therefore focus on customer need; that the Department should advance initiatives to improve its information on costs.
Author: Communication Canada
Publisher:
ISBN:
Category : Call centers
Languages : en
Pages :
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