08 June 2006

The Great Profit Drain

Call centers are losing money and alienating customers. Here's how to turn them around.

by Christian Hasenoehrl
Call centers are meant to be a customer convenience -- a place where customers phone for help or to make a purchase. But all too many of them alienate callers and drain money. It doesn't have to be this way. Here are proven strategies to help turn around poor-performing centers.
Christian Hasenoehrl is Partner for Gallup in London.
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See also
Five New Rules for Management
Creating an Employee-Centric Call Center
Becoming the Best at Qwest

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