Chapter 5: Call Center Case Studies

Overview

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



Call Center Operation(c) Design, Operation, and Maintenance
Call Center Operation: Design, Operation, and Maintenance
ISBN: 155558277X
EAN: 2147483647
Year: 2003
Pages: 90
Authors: Duane Sharp

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