×
  • Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
 

Fewer Complaints Are Not Better

by on Aug 07, 2013

  • 3,052 views

Most call centers are pressured to “get calls down and reduce talk time”. Time spent on calls is not viewed as investment but simply cost. This webinar builds on the blog and service myths paper ...

Most call centers are pressured to “get calls down and reduce talk time”. Time spent on calls is not viewed as investment but simply cost. This webinar builds on the blog and service myths paper and focuses on the silent majority of customers who are unhappy but never complain and show the need and benefit of an effective response/contact management support system. For every incremental dollar invested in handling calls from unhappy or befuddled customers, the company makes three to ten dollars in incremental revenue plus fosters positive word of mouth (WOM) where negative WOM existed in the past. This case compels both CFOs and CMOs to rethink their view of service.

Statistics

Views

Total Views
3,052
Views on SlideShare
3,029
Embed Views
23

Actions

Likes
3
Downloads
72
Comments
0

4 Embeds 23

http://www.google.com 16
https://twitter.com 3
http://usersherlock.my 2
http://www.pulse.me 2

Accessibility

Categories

Upload Details

Uploaded via SlideShare as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
Post Comment
Edit your comment

Fewer Complaints Are Not Better Fewer Complaints Are Not Better Presentation Transcript