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Call Center Service
This section of our technical library presents information and documentation relating to Call Center technology including software and products.
Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.
Contact DSC today. to learn more about our call center outsourcing services.
65% of Customer Turnover Stems From Poor Call Centers
RESEARCH TRIANGLE PARK, N.C., Sept. 2 /PRNewswire/ -- According to
research from business intelligence firm Cutting Edge Information, 65% of
customers switch companies because of poor call center customer
service ( http://www.financialcallcenters.com/ ).
Firms in the financial industry are particularly focused on their call
centers, where most of their customer "touches" occur. Between 1999 and 2001,
the financial services industry increased call center spending by 38% - a
clear indication of the industry pressure to provide quality customer service.
Customer service distinguishes financial companies from their competitors, and
those firms that successfully leverage call centers as customer-centric
service centers gain profitability by establishing new customer relationships
and expanding on existing ones.
"Managing Financial Services Call Centers," a report available
at http://www.financialcallcenters.com / contains more than 200 metrics and
features practices from top financial services companies, such as Merrill
Lynch, Fidelity Investments, Citigroup, Capital One, Allstate, Wachovia and
MetLife. The report highlights strategies and tactics to enhance overall call
center efficiency and boost customer satisfaction as well as budget and
staffing metrics.
"Call center leaders realize that in order to become profitable they need
to begin asking customers what they specifically need or want, not just
telling them what new promotion the company is offering," says Cutting Edge
Information senior anaylst Elio Evangelista. "By catering personally to a
customer's needs, the company will in turn build lasting and rewarding
relationships."
"Managing Financial Services Call Centers" showcases quantitative metrics
and qualitative business practices in the following areas:
- Call center agents' incentive and compensation packages
- Turnover, blocked calls, cost per rep and many other key performance
measurements
- Inbound and outbound call metrics for the financial services industry
- Up-selling and cross-selling strategies
- Offshore outsourcing
- Process efficiency and call center technology
To view the online summary of this 114-page report,
visit http://www.financialcallcenters.com/ . For more information on this
report or to learn about other research being conducted by Cutting Edge
Information, contact Oveda Slade 919-403-6583 or email
info@cuttingedgeinfo.com . Media Inquiries contact Tricia McGovern at
919-433-0217 or email tricia_mcgovern@cuttingedgeinfo.com .
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