Customer service 'must be top of the agenda' for call centres

Date: 30/08/2011

Companies purchasing revenue share numbers and establishing their own call centre may wish to take the comments of one expert into account.

Monika Roode, national call centre manager for Softline VIP, claimed the most important thing for any company is to ensure customer service is "top of the agenda at all times".

She also pointed out that the role of such contact sites has changed significantly over the past few years.

Instead of simply being a way for people to get in touch with an enterprise, they now provide a platform for businesses to offer support and a consultation service, Ms Roode continued.

"We strive to build a narrow relationship, not only with our clients, but our staff as well," the expert added, noting this method of retaining human capital is "crucial to the success of our business".

One organisation that may agree with these comments is Midlands housing provider whg, as it has just been named as having one of the top 50 call centres for consumer service in the UK.