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Friday, 25 July 2008
 
 

Call Centres: Customer or Internal Metric Focus?

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Call Centres: Customer or Internal Metric Focus?

"Your call is important to us. We will attend to you as soon as we can". One wonders sometimes what is more important to call centres, the call or the customer. In most call centres, customers wait for a few minutes at the end of a telephone line for an answer from an individual who is governed by a set of Key Performance Indicators (KPIs) that has more to do with the efficiency of the call centre than satisfying the needs of the customer.
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