Transforming the Call Center into a Blended Sales/Service Organization
September 25, 2008
Call centers have traditionally been just as their name depicts: a center that makes or accepts calls to handle customer questions, issues and sometimes even sales. While they serve as providing a valuable service to both the organization and the customer, they are cost-based centers that drain valuable resources.
While this has long been the reality, this reality is changing. DMG Consulting predicts that within the next eight to ten years, the majority of today’s service-oriented call centers will become revenue-generating profit centers. This is true whether the center is focused on customer service, field service or technical support.
It is expected that call centers that do not make this transition will either be outsourced to an offshore location to dramatically reduce the cost of service, or eliminated altogether and replaced by self-service applications. Sure, such changes sound harsh, but it is the reality of this business.
Senior executives have a responsibility to stakeholders to reduce expenses and improve operating margins and they can no longer afford to have their company’s profitability reduced by non-revenue generating activities – including customer service. As important as this service is to the longevity of a company, the reality is that it no longer has to be done in a cost center.
These company leaders are also under increasing pressure to improve their operating performance and bottom line. At the same time, they are also recognizing the important role that customer service plays in retaining customers and enhancing their brand. To do so, the company must now focus on strategy instead of customer-centric initiatives.
Join us for a free Webinar on Thursday, October 2, 2008 2:00pm ET / 11:00am PT. This Webinar is designed to provide a roadmap for converting service-oriented call centers from cost centers into revenue generators. It will make the business case, address the systems and provide best practices and tactics for succeeding with this essential transition.
Presenters include Donna Fluss, Founder and President of DMG Consulting LLC, Liz Amaral, Senior Director of Product Marketing for Enkata, and Erik K. Linask, Group Managing Editor for Technology Marketing Corporation.
After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi