R Maria Kimme

(Author)

Calling the Customer: Factors that determine a successful outsourcing relationshipPaperback, 1 February 2007

Calling the Customer: Factors that determine a successful outsourcing relationship
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Print Length
228 pages
Language
English
Publisher
VDM Verlag Dr. Mueller E.K.
Date Published
1 Feb 2007
ISBN-10
3865507271
ISBN-13
9783865507273

Description

Call centers have evolved to become the 'first line of defense', at the forefront of modern business. Many companies decide to entrust specialists with servicing and building the relationship to their client base. But as customer contact is a very sensitive and crucial aspect of the company's long-term success, failures may have damaging consequences. As the personalities of the clients are as varied as their requests, contact centers need to be very flexible. Many control measures used in outsourcing other business functions - such as standardized processes - are therefore not applicable. New standards have to be set and in order to do so, different questions arise: What are the driving factors behind the success of a call center? What are the special characteristics that need to be taken into account? What role does trust play and what measures can be taken to create and build trust? This book gives an overview of the call center industry as business process outsourcing provider and offers answers to the questions above. A study for call centers, their clients and companies who are considering becoming clients.

Product Details

Author:
R Maria Kimme
Book Format:
Paperback
Country of Origin:
US
Date Published:
1 February 2007
Dimensions:
24.41 x 16.99 x 1.22 cm
ISBN-10:
3865507271
ISBN-13:
9783865507273
Language:
English
Location:
Saarbrucken
Pages:
228
Weight:
367.41 gm

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