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The Customer-centric Contact Center: A New Model

Product Type: Market Research Report
Published by: American Productivity & Quality Center
Published: February 2001
Product Code: R166-12
Description
Get a snapshot of contemporary call center practices and see the direction in which call centers are headed while gaining insight into key leadership and implementation roles. Learn the practices experienced call center leaders have found to be effective in Customer Call Centers.

KEY FINDINGS

Strategy and Linkages

  • Successful call centers play an integral part in the fulfillment of the corporate mission.
  • It is important that call centers be highly integrated into the corporate communication system.
  • Call centers are resources to create customer-focused employees valuable to the corporation as a whole.
Service Standards
  • Call center reps, team leaders, supervisors, and managers are each accountable for customer satisfaction and effective performance of the call center.
Technology
  • Partner call centers have specific strategies for the incorporation and maintenance of technologies.
Hiring and employee Development
  • Screening and hiring is viewed as a key vehicle for effecting customer satisfaction.
  • Training is comprehensive and integral to development of both hard and soft skills.
  • Successful centers provide consistent and meaningful opportunities for employee involvement.
  • Innovative call centers evaluate employees, especially front-line reps, using a multifaceted approach.
Operations
  • Long hours of operation and seasonal shifts in call volume require partner call centers to be innovative in hiring, scheduling, and training to meet off-shift needs.
  • Call centers' physical plants and facilities play a role in employee and customer satisfaction.
Table of Contents
Executive Summary
Chapter 1: Corporate Culture
Chapter 2: Employees
Chapter 3: Levels of Service
Chapter 4: Customer Feedback
Chapter 5: Interdepartmental Relationships
Chapter 6: Measurement
Chapter 7: Tools and Technology
Case Studies
  • Delta Air Lines
  • Garden.com Customer Solutions
  • Progressive Policy Services
  • Xerox Welcome Centers
Ordering and More Information
Price and Delivery Options


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