Call Centres, An Integral Part Of Any Organization

For many companies, customer service is summarised in the following activities: responding to customer questions, receives commands, resolve disagreements about billing and handle claims. The service can be made directly at the customer’s house, at the supplier or through the media (telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the importance that companies attach to customer service.

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

It requires a great deal of effort to induce satisfied customer to switch away from their current existing. Thus, customer satisfaction is been given top priority in today’s competitive world.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

While faced with competitive markets and globalization, companies are always looking for ways to improve their overall cost and pricing structure. It is becoming increasingly more difficult to maintain quality levels of service while providing good and services at rates where companies can remain profitable.

Competition and technology changes in the telecommunications industry has resulted in declining profits for Desert Communications Incorporated (DCI). The competitive business climate in the telecommunications industry requires DCI to initiate proactive strategies to drive profits. The conventional view of the customer contact center is as a cost center for supporting customer relations (Kaiser, 2011). Learning Team B will demonstrate

The impact of service quality is a direct driver of customer satisfaction; a goal that all organisations strive for. Scholars and academics have confirmed that superior service provision will result in customer satisfaction, thus positively affecting future behavioural intentions (Qin, Prybutok. 2008). This train of thought exhibits the overarching importance of employees in organisations.

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

As a Learning and Development Practitioner, I am fully aware of the importance all customers have in any organisation and I need to meet their needs and deliver the promised level of service at all times.

Janis consistently defines and confirms the reason for her customers call by restating the reason for the call and asking additional probing questions. By doing so she is able to ensure she is working on the correct underlying issue. Janis demonstrates her knowledge by using proper processes in work order entry. Janis has been taught “Arm and Own” this year. She has attended weekly huddles with her supervisor to learn how to fully own and manage each customer’s account. By implementing what she has learned, such as, how to navigate the customer’s account to uncover any prior unresolved issues or to proactively address any concerns of the future Janis can exceed her FCR goals.

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

Cost advantages. Able to pay top wages for top performers within the selected geographical area of interest

Call centres are integral part of any particular organization in today’s modern world as they play a crucial role in the business world and act as the primary source of contact with the customers (Abbott, 2010). The performance call centres play in organizations are increasingly importance in ensuring that the organization offers excellent services to end-users and their customers (Bruton, 2012). As the business environment changes every day, customers are becoming more demanding and sophisticated with their needs, desires, and the quality of their products and services. Thus, every organisation should aim to keep resources (both human and technical) as high as possible while maintaining the quality of services to the customers and ensuring employee satisfaction.

| Customer satisfaction has achieved its goals and also is resulting in new business generation through recommendations. This is commendable and shows that services are provided as per customer’s requirements. New employees should be hired to keep up the demands of the new customers with keeping the existing customers happy and without compromising the quality of

The discerning customers nowadays are better educated and are able to recognize the quality of products or services, rather than just looking at the price. As competition between organizations grows more intense, many different factors and dimensions would be considered by the customers when they are going to measure the quality (Stevenson, 1999). In order to remain competitive among those rigorous competitions in the dynamic changing business environment, organizations have to maintain and enhance the quality of the products or services being delivered.