Call Center Management

Beware: Your Customers Oppose OutsourcingSubscription Required

Gallup finds that nearly 80% of Americans think that outsourcing is bad for the U.S. economy -- and not just because of the loss of jobs

August 9, 2007
Nearly 80% of Americans think the practice is bad for the U.S. economy -- and not just because of the loss of jobs, according to Gallup research. This may be a red flag for U.S. executives, who should be aware of the fact that, regardless of what their companies think of outsourcing, the vast majority of their customers aren't keen on it.
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Engaging Customers -- All Day, Every DaySubscription Required
Fully engaged customers deliver a 23% premium over average customers in share of wallet, profitability, revenue, and relationship growth. That's exactly why so many call centers survey customers to determine their level of engagement. But what happens in between measurements? Specifically, how can a team leader keep customer engagement from feeling like an isolated event, rather than a way of doing business?

The Great Profit DrainSubscription Required

Call centers are meant to be a customer convenience -- a place where customers phone for help or to make a purchase. But all too many of them alienate callers and drain money. It doesn't have to be this way. Here are proven strategies to help turn around poor-performing centers.

Making the Right CallsSubscription Required

Through extensive research, Gallup has identified four barriers that can substantially undermine efforts to improve employee and customer engagement in call centers. Here are those barriers -- and advice for how executives can overcome them.