When developing new applications or introducing new services to customers or prospective customers, a 0 – 100% (i.e. from none to the entire customer base) rollout can hurt. Recent examples include a major automotive recovery company who introduced automated call handling across all their contact centers only to find their customer hated it (cost estimate US$500,000) or the insurance company who introduced voice mail in their HQ and then the CEO threw it all out after constantly finding his staff were hiding behind voice mail (cost estimated US$150,000). It’s better to introduce new applications and services to test groups if you can before rollout across the board – it can save you money, time and customers!
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