• Research Paper on:
    Customer Service and Call Centers

    Number of Pages: 8

     

    Summary of the research paper:

    In a paper consisting of eight pages the ways in which positive customer relations can be influenced by call centers are examined. Six sources are cited in the bibliography.

    Name of Research Paper File: CC6_KSmktgCustCall.rtf

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    Unformatted Sample Text from the Research Paper:
    advertising budgets for the purpose of attracting new customers, but many need to place more attention on keeping the customers they already have. Not only do companies stand to  profit more from repeat business, it also costs less keep an existing customer than it does to attract new ones. Every company needs to attract new customers, of course,  but it can grow with far fewer of those if it also keeps the ones it has. Customers "want to be treated with  dignity and respect and a caring attitude" (Lauer, 2002; p. 36). Sitting on hold for half of forever, only to be told by the person finally answering the phone  that there is nothing they can do is a common scenario; it is also the one that the customer remembers best. Clearly, this is not a scenario that contributes  to positive customer experience. The Call Center Formerly an entity heralded as one that could  provide greater degrees of positive customer service, the call center is able to provide direct, measurable judgments of the speed with which calling customers are greeted.  It was in the early 1990s that the integrated call center began becoming reality. AT&T, the old Northern Telecom and other central telephone office switching manufacturers  were supplying digital switches that could be integrated with mainframe computers. This situation allowed customer service representatives to answer waiting calls already knowing the callers name and with the  callers account information already on display on the computer screen before him. This capability was dependent on the operation of caller identification (caller ID), which only became available in 

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