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Cracking the CSAT Code @ Call Centers

Cracking the CSAT Code @ Call Centers

Hardback (10 Jul 2018)

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Publisher's Synopsis

Offers the BPO industry a solution to not only hold its ground, but grow again by delivering exceptionally good customer experience. It takes the reader through the range of BPO processes and how each step can be imbues with concern for the needs of the customer. While offering no effortless silver bullet, the book delves into the various ways, Indian and Filipino contact centres can deliver world class customer experiences.The book digs deep to show that contact centers in this part of the world need to understand their audience from a cultural context, while improving their internal processes from hiring and training to service delivery. BPO Executives and those working on improving customer experience would find this book a treasure trove of best practices which could be implemented with ease. Management literature buffs too will find it a good read, replete with interesting insights into the working of the globalised outsourcing industry.

Book information

ISBN: 9788184876154
Publisher: Alpha Science International
Imprint: Narosa Publishing House
Pub date:
Language: English
Number of pages: 172
Weight: 410g
Height: 165mm
Width: 239mm
Spine width: 18mm