Best Practices for Transforming Call Centers into Blended Sales/Service Organizations
By Donna Fluss
DMG Consulting predicts that within the next eight to ten years, the majority of today’s service- oriented call centers – whether focused on customer service, field service or technical support – will become revenue-generating profit centers. 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. While this sounds harsh, it is a business reality. Senior executives have a fiduciary responsibility to shareholders and employees to reduce expenses and improve operating margins. They can no longer afford to have their company’s profitability reduced by non-revenue-generating activities, such as customer service.
At the same time as senior executives are facing intense pressure to improve their operating performance and bottom line, they are also recognizing the important role that customer service plays in retaining customers and enhancing their brand. Building a customer-centric organization is no longer an option; it is a strategic imperative. This white paper provides a roadmap for converting service-oriented call centers from cost centers into revenue generators. It makes the business case, addresses the systems, and provides best practices and tactics for succeeding with this essential transition.