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This chapter presents a broad range of international call center case studies selected from both the public and private sectors. These case studies illustrate how one or more of the following processes are used by organizations to enhance productivity and maintain effective customer relationships: Managing their respective call centers, applying best-practice human resource policies, using appropriate technologies, and implementing vendor resources. For every case study, the term call center may also mean customer contact center.
The case studies are presented in a traditional business school format, beginning with a brief corporate profile, the challenge for the call center, a description of the call center operation, the technologies and vendor resources used, where applicable, and the benefits achieved. The amount of detail in each case study varies and is based on the amount of information available from each organization.
Businesses in a number of industry sectors as well as government organizations at all levels have either established new centers or expanded existing call center operations over the last several years. These have either been in-house centers or one of the outsourcing organizations listed in Appendix A, "Call Center Vendor Resources," or carrier organizations that recognize this business as an adjunct to their main communications business. The 25 organizations selected from around the world for these case studies have successfully implemented or upgraded call center operations and have demonstrated this success by meeting recognized industry criteria of service levels, reduced staff turnover, enhanced profitability, and a high level of customer satisfaction. The following sectors and businesses within each sector are represented in this chapter:
Communications
Axtel
CLEAR Communications
diAx
Group Telecom
GTE Telecommunications Services
Nokia
Energy
PPL EnergyPlus West
Financial Services
The Depository Trust Company (DTC)
Liberty Funds Group
Metlife Investors Group
Nordea, Merita Bank
PNC Bank
Government
Toronto Community Housing Corporation (TCHC)
Health Care
Delta Dental Plan of Kentucky
Philips Oral Healthcare
University of Alabama Health Services Foundation, P.C.
Real Estate
Oxford Properties Group
Retail
Bargain Network
Borders Group
HSN
Technology
3COM
SGI (Silicon Graphics)
Crystal Decisions
Primavera Systems
Travel
Thomas Cook Direct
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