Customer Relationship Management, 1st Edition by Pearson

15

Call centre management

The express courier sector happens to be an industry in which call centre management is well developed. It must, however, be noted that the management of the business telephone contact traffic between customers and suppliers continues to grow in its complexity. The demands of customers increase. People tend to grab the telephone more quickly than they used to and use it for asking direct questions to which they expect a prompt answer from suppliers. In a culture in which time is scarce, many people experience the pressure of time, the level of ‘laziness’ is high, and customers expect a great deal from suppliers. In many cases, the level of accessibility and the supplier’s availability by telephone should be high. People ...