Call Center Budgets: Credit Cards Companies Lead the Pack

Wednesday 12 November 2003 13:12 CET | News

Credit card and financial services companies lead the pack when budgeting for call center activities. According to Purdue University research, credit card companies allocate 5.03% of their total budget to their call centers.

Recent research from Cutting Edge Information reveals that successful companies combine revenue-driving and cost-cutting strategies to transform their call centers into profit centers. Managing Financial Services Call Centers, available at ( contains budget and staffing metrics as well as strategies and tactics to enhance overall call center efficiency and boost customer satisfaction. The report unveils performance improvements that top companies have used to educate and retain high-caliber staff. Managing Financial Services Call Centers details how companies that set productivity standards and provide extensive initial training generate outstanding customer service. Cross-selling and up-selling require in-depth customer relationships and an extensive knowledge of customer behavior. For example, one profiled insurance company regularly monitors important dates in customers lives and responds with targeted marketing. So when a particular customers birthday roles around, he may receive USAA marketing reminding him to fund his retirement account. Managing Financial Services Call Centers showcases quantitative metrics and qualitative practices in the following areas: - Call center agents incentive and compensation packages - Inbound and outbound call metrics for the financial services industry - Up-selling and cross-selling strategies - Offshore outsourcing - Process efficiency and call center technology

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Categories: Payments & Commerce | Payments General
Countries: World
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Payments & Commerce


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