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

Customer Engagement: Going Beyond Satisfaction

How do world-class organizations rise to the top in today's intensely competitive, turbulent global marketplace? High-performance organizations recognize the emotional drivers of human nature and leverage them to drive performance, one customer at a time.

This event will take place from 08:30 to 11:45 at the Gallup London office (The Adelphi, 1-11 John Adam Street, London WC2N 6HS). There is cost to register. To learn more or to register, visit the Customer Engagement: Going Beyond Satisfaction page on the Gallup Consulting Web site or contact James Rapinac on +44 (0)20 7950 4433.

For a complete schedule of learning opportunities, visit the Gallup Learning Events page.

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Copyright © 2009 Gallup, Inc. All rights reserved.
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