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Impact of Outsourced Call Centers on Customer Service
Faulkner, March 2003, Pages: 6
As outsourced call centers continually become the norm and not the exception, high-quality customer service is often overlooked in lieu of saving time, space, and money. Although both outsourcers and companies pay lip service to top-notch customer service, are they really taking measures to ensure that their customers are receiving the best support? How can a company know if an outsourcer is really concerned about customer satisfaction? This report addresses these issues and more.
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