Customer Care Through Call Centres

11th Jan 2001

MIT, ER & DCI Noida, In Association With CRM Foundation and NETSPACE Communications Presents, 'Customer Care through Call Centres'
New Delhi.

"Most of the companies have started feeling the pressure of competition, which the economic liberalization has unfolded in our economy. Product differentiation is no more a Unique Selling Proposition for the companies. On the contrary, today's customer has become more demanding and if one must say so, impatient. Therefore, it behooves that companies start looking at their customer base afresh and strategise ways and means to retain them and delight them in terms of service and delivery.

Customers today have many ways to reach you - telephone, fax, e-mail or Internet. Are you geared up to attend to the customers requirements on time and satisfactorily? "

To provide answers to some of these questions, ER & DCI Noida organised a one day seminar on the 11th of January 2001, on 'Customer Care through Call Centres'. The objective was to give an overall view of the Call Centre industry in India, and it's future potential. The seminar was also aimed educating people about the mechanics of a Call Centre operation, the logistics and infrastructure required, and also the importance of giving the right kind of process and service training to the employees.

Douglas Breckenridge, CEO, The Business Workshop, spoke on 'Taking Your Call Centre International-The People Side'. This presentation focussed on the importance of building the right team, which when adequately trained, can tangibly contribute to meeting the business goals. It also gave an insight on how differences in culture and values can effect the consumer behaviour across global markets.

Mr. Breckenridge stressed on the need of equipping the Call Centre Agents with the ability to interact with foreign individuals as their cultural and linguistic equal, so that they are able to clearly anticipate, and appropriately service the needs and requirements of those customers.

For further information contact: doug@thebusinessworkshop.com