Effective Human Resources is the key to Call Centre Success

Research and Markets have announced the addition of the 'Managing Financial Services Call Centers' report to their offering.

(PRWEB) November 15, 2003 --call center spending will approach $1.6 billion in 2003, up from $717 million in 1998. Financial services companies understand call centers importance more than other industries -- as evidenced by their resource allocation. Companies know that each customer contact through the call center is a new opportunity to build or expand the relationship.

Traditional call center thinking emphasizes the importance of technology, and excellent call centers are usually at the cutting edge. This new report, however, points to human resources as the most critical -- and most difficult to master -- component of call center management.

To turn a profit, call centers must master cross-selling and up-selling strategies. These techniques depend on the people handling the calls, so call centers must design customer service jobs to be desirable and build strong career paths. Both quantitative and qualitative findings demonstrate how successful financial services call centers master these three critical components:

Strategy and Measurement -- Cross-selling, up-selling and outsourcing strategies. Learn what measures are most important to managing a successful call center

Call Center Processes -- Improve efficiency through better call routing and technology

Human Resources -- Understand how successful call centers recruit and retain top customer service representatives

For a complete index of this report click on http://www.researchandmarkets.com/reports/40089

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