Do You Still Need A Call Center?
If organizations want to provide a centralized support function to customers, then a call center is one of the best avenues to deliver that service. While many call centers operate remotely today, they function as one unit, with infrastructure, training, management, and policies that help create a unified, consistent customer experience.
Business Purposes of Call Centers
Call centers serve multiple purposes for an organization:
Mitigate customer turnover by resolving customer issues
Restore customer loyalty through a positive resolution
Generate revenue via cross-selling/upselling solutions