Wednesday, April 11, 2007
Double trouble - Outsourcing & Brand Image / Brand Management
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Double trouble - Outsourcing & Brand Image / Brand Management
By Louise Druce, staff writer, My Customer
Translating staff performance and product delivery into good customer service can be difficult enough but if you decide to outsource part of your business, it’s doubly imperative you ensure the disparate parts are talking the same brand language, says the author.
Norwich Union recently confirmed that 150 call centre jobs were moving from India back to Britain due to "cultural differences" in the handling of home insurance claims. But even if you look past the language and cultural barriers, a badly managed, low cost contact centre that has made little investment in quality and training will probably provide poor customer service wherever in the world it is located, goes this article.
Topics / terms mentioned: Merchant Consulting, UK; Virtual & human agents in contact centers; brand experience; Norther Ireland contact centre; call centre metrics; training & development; brand communication; brand integrity
Read the full analysis here @ My Customer
Click on the labels below for more posts on those categories
See also outsourcing updates for related categories: Sales & Marketing, Customer Support, UK, Europe, Human Resources
Double trouble - Outsourcing & Brand Image / Brand Management
By Louise Druce, staff writer, My Customer
Translating staff performance and product delivery into good customer service can be difficult enough but if you decide to outsource part of your business, it’s doubly imperative you ensure the disparate parts are talking the same brand language, says the author.
Norwich Union recently confirmed that 150 call centre jobs were moving from India back to Britain due to "cultural differences" in the handling of home insurance claims. But even if you look past the language and cultural barriers, a badly managed, low cost contact centre that has made little investment in quality and training will probably provide poor customer service wherever in the world it is located, goes this article.
Topics / terms mentioned: Merchant Consulting, UK; Virtual & human agents in contact centers; brand experience; Norther Ireland contact centre; call centre metrics; training & development; brand communication; brand integrity
Read the full analysis here @ My Customer
Click on the labels below for more posts on those categories
Labels: brand-management, call-centres-uk, marketing
PermaLink - Double trouble - Outsourcing & Brand Image / Brand Management posted by Ecacofonix : 7:26 AM
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