As South Africa prepares to host the 2010 soccer world cup the country is faced with many challenges, one of which is delivering world class services to a wide range of tourists, business people, FIFA delegates and sports people. In almost all instances, contact centres will form a vital point of contact with visitors to the country.
Contact centres are the first, and often only, point of contact with an organisation, and hence must project a desirable image that is in-line with brand's overall identity. This places pressure on companies to better understand their customer needs and business environment, and therefore focus strongly on internal training. According to Dawn Wood, Business Executive at Atio, acknowledging the importance of customer satisfaction is central to creating a contact centre that delivers on strategic aims. 68% of customer defection takes place because customers feel poorly treated, according to customer experience research company TARP.
Wood lists the following tips for creating an exceptional contact centre:
Creating an exceptional contact centre is a process that requires commitment, appropriate skills, continuous supervision and regular revision. The key to the entire process is to set goals, communicate them effectively and ensure that the measurement of achievements is an ongoing, participative process. Companies that follow this approach will undoubtedly be well positioned for the 2010 world cup, and do great business in the years that follow.
Published: Thursday, July 9, 2009
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