One of the main issue retailers have with call centers that they are expensive. Therefore, Wall Mart has decided to eliminate its call center for his online retail.
That shows obviously that Wall Mart, even though it is a great retailer, is not really a customer focused company. But actually, is it the role of a hard discounter to become a customer relationship specialist? That will probably the topic of a next post.
Here is the article.
A call center can also offer on-line training simulations, which walk an agent through every step of a call and grade on performance.
ReplyDelete