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Call centers can be expensive as well as the source of lots of consumer angst. But companies can get more bang for their buck by doing a better job of coordinating marketing decisions that drive customers to call centers with operational ones about handling them once they get there, says a new study from the University of Toronto's Rotman School of Management.
The study, co-authored by Professors Philipp Afèche and Opher Baron in the Rotman School's Operations Management and Statistics Area, and Mojtaba Araghi, an assistant professor at Wilfrid Laurier University, provides an integrated marketing-operations framework to help companies design more effective service policies for their call centers and other service channels.
[...] Getting things right at the call center has been shown to be vital to businesses. Previous research has shown that companies use call centers for 80% of their customer interactions and 92% of customers base their opinion of the company on what happens during their call. Four out of ten customers who end their business with a company place the blame squarely on a customer service call that went badly.
https://www.sciencedaily.com/releases/2017/10/171002112343.htm
[Source]: How much is that call worth?
[Abstract]: Customer Acquisition, Retention, and Service Access Quality:
When quarterly results matter the most, do you think that companies will follow this advice ?
(Score: 3, Insightful) by Anonymous Coward on Tuesday October 03 2017, @11:40AM (1 child)
Well, they have 0 incentive to actually do anything, do they?
Now if you had the authority to just return those 500 iPads as "not fit for purpose" then someone might start to have reason to care.
Complaining with a letter without phone number might help as well next time.
(Score: 0, Touché) by Anonymous Coward on Tuesday October 03 2017, @07:47PM
Pay for private support. Conglomerates rarely give you real help.