Almost every business will agree that those big enough to necessitate a call center couldn’t really operate without one.
Contact centers are more than just a way to shunt customers off to a separate location when they have a problem. Contact centers are an important tool in doing business today. That’s why it is so interesting how many companies simply don’t handle their contact centers the right way.
The single biggest mistake a firm can make with their contact center is to focus on the wrong things. Gfk User Centric is therefore offering its services to help nail down what a particular company can do to make their call center a more effective element of its operations.
Gfk User Centric relies on scientific models in order to help a contact center calculate where they’re falling short, especially when it comes to dealing with the customer.
This improved relationship then leads to increased revenue.
"In contact centers, the adage that 'time is money' is particularly true," said Robert Schumacher, executive vice president of GfK User Centric. "The highest cost in any call center is human capital – the salary expense of reps and staff. But call efficiency depends on the user interface, which must be designed and thought about carefully using key principles."
The company has developed a way contact centers can spend their human capital in the least wasteful way – one that is consistent with the mission of the business. One approach that has caught on among several different call centers across the country is to do away with the “answer as many calls as possible” approach. This tends to lead to the employees putting less attention into one call, as they want to hang up and move onto the next one.
There is no approach that is worse when it comes to building a real relationship with customers. Quality of service is thus always a top priority.
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