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Operations, Performance Article, customer queries
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Article at a glance:

Anticipating customer queries in call centers

  • A telecommunications company trying to optimize the economics of its call centers hesitated to automate its customer interactions because it didn’t want to lose revenues from additional sales made by its agents.
  • Analyzing the potential revenues from each type of inquiry helped the company identify which kinds of calls should be automated and which handled by live agents.
This article contains the following exhibit:
  • Exhibit: One company categorized inquiries and determined how to handle them by mapping their volume and type against the additional profits generated.

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