April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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5.6 Real estate 185
Chapter 5
Benefits
The following benefits were achieved:
Maximization of the collection center’s performance at the lowest
cost
An additional $50,000 in revenue each month
Happier customers and better financial performance
Reduction by 27% in the number of agents needed to handle com-
plex inquiries
All incoming calls regarding billing questions directed to the interac-
tive voice response system first
The option for patients to quickly, independently, and confidentially
manage their requests
5.6 Real estate
Company: Oxford Properties Group
Profile
Oxford Properties operates an extensive building maintenance organization
that services ...
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