Many companies view call centres as a means of cutting costs.
Running over two days, the conference dealt with the use of datamining tools, retention strategies for high value customers, communications strategies, customer care migration to e-Commerce, and CRM strategies. On the subject of cost effective customer service, Call Technologies presented a paper which set out to show how high quality, cost effective, customer service operations can be utilised as a powerful weapon in today s competitive communications environment. This paper identified how the operational costs of call centres are dependent on the number of agents working in the call centres, occasionally boosted by the need to invest in the infrastructure as the call centre grows. Reducing any of these drivers has the effect of reducing the number of call centre seats required and thus operating costs, but mitigating these drivers to achieve greater economy is not easy. QOS targets are often a mixture of hard and soft measures.