Outbound becomes the in-thing

Call centres are no longer about chasing potential sales: they can also pre-empt problems and solve them before they happen, writes Gordon Smith.

6th June, 2009

Call centres are no longer about chasing potential sales: they can also pre-empt problems and solve them before they happen, writes Gordon Smith.

If there's one good thing to have come out of the recession, it's the re-emergence of consumer readiness to shop around for better service. Meeting the needs of this newly-emancipated group is another matter.

In Accenture's Global Customer Satisfaction Report 2008, 67 per cent of respondents said they switched provider - across...

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