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Quality deployment for the management of customer calls

Quality deployment for the management of customer calls Customer calls confer accessibility for promoting sales opportunities. It is the key element of a company's customer service system. Presents a methodology for quality management of customer communication through telephone, e-mail and Web support for both internal and external customers. The concept of a customer call centre is introduced and quality dimensions of customer call services are established with call status coded and problem severity issues being addressed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Quality deployment for the management of customer calls

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References (5)

Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520010318281
Publisher site
See Article on Publisher Site

Abstract

Customer calls confer accessibility for promoting sales opportunities. It is the key element of a company's customer service system. Presents a methodology for quality management of customer communication through telephone, e-mail and Web support for both internal and external customers. The concept of a customer call centre is introduced and quality dimensions of customer call services are established with call status coded and problem severity issues being addressed.

Journal

Managing Service Quality – Emerald Publishing

Published: Apr 1, 2000

Keywords: Problem solving; Systems design; Quality

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