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BEST PRACTICE: Effective use of call centres

We live in a world of call centres. Employment in call centres is still rising. In B2B markets, the call centre may be as large as a consumer call centre, or as small as a few desks. Whatever size they are, they're usually professionally run, with statistics about their effectiveness pouring out of the computer.

Although they are rarely the customer's favourite method of contact with companies, they are usually their preferred method for ensuring things get done. Of course, the Internet is rapidly taking over that role, leaving the call centre as the preferred channel for more complex transactions and resolution of the most difficult problems.