Call centres 'have many different roles'

Date: 12/08/2011

Companies may wish to purchase some revenue share numbers if they wish to follow the advice of one expert.

In an article posted on Call Centre Clinic, chief executive officer at Ocular Technologies Pommie Lutchman discussed the role contact centres can play in ensuring a firm remains competitive.

He stated that as well as delivering cost savings, they must boost revenue and efficiency, as well as target new customers.

Similarly, call centres also need to demonstrate how they can build consumer loyalty.

To achieve this, Mr Lutchman claimed enterprises must to ensure their contact sites introduce new technology and workforce management practices.

"The only way to keep customers happy and acquire new ones is to differentiate on something other than price and this means changing the way the workforce is managed," the expert stated.

According to Maintel, the majority of customers are looking for quick, efficient responses whenever they get in touch with call centres.