Compensation for service managers also is rising due to their expanded roles. If you were sent to service, it was like being sent to Siberia. An aggressive customer-service department gives the company a competitive advantage, says Mr. Goodman. Indeed, call-center customer service is booming, says Mr. Laub. Nearly every company, regardless of size, has a help desk or a call center to aid customers, and view them as a primary way to keep the lines of communication open with customers, says Mr. Goodman.
Customers are comfortable with automated responses and gathering information from the Internet.
The median number of toll-free calls weekly has risen to 3,500 from 3,000 in 1995, according to the study. In addition to aiding customers, call centers help companies collect essential information. The centers track calls and note common problems. Ill. Due to changing technology, traditional call centers may soon be replaced by Internet call centers, says Mr. Laub. For instance, a computer dealer who needs support could go to an Internet home page for basic information.