The article was interesting from a number of viewpoints
Keeping call centres open 24 hours per day is generally not possible, unless required, as it is a costly exercise both in terms of financial impact and HR. However by offering the right mix of opening hours becomes an important ingredient in delivering customer satisfaction.
By offering the right mix of opening hours is important when delivering the right mix of customer experiences that benefit all.
The article goes into more details covering areas such as
- Costs
- Availability
- Customer service
Keeping call centres open 24 hours per day is generally not possible, unless required, as it is a costly exercise both in terms of financial impact and HR. However by offering the right mix of opening hours becomes an important ingredient in delivering customer satisfaction.
By offering the right mix of opening hours is important when delivering the right mix of customer experiences that benefit all.
The article goes into more details covering areas such as
- Extended office hours
- Outbound calling
- Making use of web self-service
- Staff redeployment
- Use of an answer machines