Delighting Call Center Customers and Turning a Profit With Dru Phelps
Dru Phelps, President of 4-D CRM, is a longtime participant in the IQPC Call Center Week portfolio and a judge of the Call Center Week awards competition. She has been in the call center vertical for some time now and has pretty much seen it all. She joined us this year at the 11th Annual Call Center Week conference to shed light on how to provide stellar customer service and turn a profit.
\She asks us if we make easy it easy for those who reach out to you to get an answer? Is your customer better off since they contacted or contracted business with you?
The second side of the coin is cost. Any process you establish has quality points that can add or subtract in time or money. In a systematic way, remove any loss of effort, duplication, anything logical or left-behind. Identify meaningful activities, technologies or operations related to steps of completion. The mantra is to have a lean system where less is actually more. Do you measure for accuracy, consistency and profitability?
Please! What brings the P&L to life is the EA-SE at which people can contribute!