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CRM AND CUSTOMER SERVICE IN CALL CENTERS
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Posted On :
Oct-04-2011
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Article Word Count :
547
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Tying up customer expectation with the actual corporate setting is an immediate necessity to identify operational lapses and call for the adoption of appropriate technology.
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Organizations are turning to new technology to streamline their operations and help in improving client’s experience without sacrificing efficiency. Costs are minimized in the long run even if huge investments are needed in the migration process. But determining if the right tools have been used by employees is a question that has been lingering in the minds of the company executives. The tools should provide the mobility and convenience required in customer relation transactions, especially in solving client concerns in a prompt manner. Tying up customer expectation with the actual corporate setting is an immediate necessity to identify operational lapses and call for the adoption of appropriate technology.
Call centers have been sprouting in every corner like grass in the wild. Measuring the effectiveness of a center generally points to the technology and system used in its operation. It is a balance between effectiveness and efficiency at minimum cost possible. Some fail to understand the basics missing out those rare opportunities to increase incremental revenue. Excellent customer service is an indication of an efficient operation in a company as it struggles to cope up with the burgeoning public demands. This comes to play the technology that is ideal and appropriate to meet those demands. A state-of-the-art technology can give an organization the focus needed to satisfy customers’ needs. While most top management people rely on outsourcing for automation, any firm grip on expenses that does not provide proper customer satisfaction is bound to cause a chain reaction of business failures within.
It has been observed that persistent resort to cost reduction or curbing of expenses results to alienation of customers to the financial detriment of the company. Such efforts must be corrected in order not to erode potential profits by implementing a CRM-based technology that meets customer needs head on. Improving call center efficiency is sometimes affected by problem resolution issues already beyond the staff’s competency. The end result might be a declining customer loyalty and foregone revenue. Using the right technology is a big help in improving efficiency without sacrificing effectiveness in its totality.
The staff can readily provide a “win-win” solution without the hassle of spending too much time on the phone with a single customer. However, knowing key customer requirements is beneficial to keep the adopted technology abreast with the situation. Leveraging communication and information technology in call centers and those providing customer service to drive increases in customer satisfaction calls for a balance approach to maintain long-term customer relationships. The solution should be directed towards resolving issues on performance especially those involving peak loads and experiences with random call arrivals.
It should provide the proper repository of resources to fix and enable increase in first-call resolution, allows for a unified desktop system and standardizes call workflows, all designed to streamline the call center’s operation. A CRM-based customer service or call center has the potential of experiencing growth on a sustainable basis because the technology used takes care of everything that are beyond the capacity of the staff or assists them in their daily office grind. It automates the service without loss of material time and at the least cost possible.
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Article Source :
http://www.articleseen.com/Article_ CRM AND CUSTOMER SERVICE IN CALL CENTERS_88601.aspx
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Author Resource :
You can find more information about on this site for CRM.If you want to know more about CRM click here.
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Keywords :
CRM, CALL CENTERS, CUSTOMER SERVICE,
Category :
Business
:
Business
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