Understanding the importance of customer retention is a key part of operating a call centre.
This has been claimed by a new white paper by Archway which looks into the best practices of the industry.
According to the document, many firms underestimate the value of consumer retention.
The paper, entitled Cost Center to Profit Center: Optimizing Your Contact Center for Maximum Results, said that a team of well trained and empowered operators are vital to any consumer care complex.
Mike Moroz, president of Archway, said that customer retention is key during times of economic downturn.
He added: "Fully-optimised contact centers can help companies retain consumers by accurately gathering consumer needs, and then responding to those needs. This includes modelling communication channels to the demands of the consumer base."
Elsewhere, earlier this week well-operating call centres were rewarded at the Internet Protocol Contact Centre Technology Awards from Customer Interactive Solutions magazine.
This news feed has been brought to you by Direct Response Ltd, award winning providers of Sales and Advertising Response services. Our solutions are geared towards ensuring your campaigns achieve maximum R.O.I. for minimum expenditure. For more information contact our business development team on 0800 011 4570  |
telecommunications