Library Publications Customer Service Through Call Centres

Customer Service Through Call Centres

22 Aug 2012 703
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This Note details the role played by call centres in reaching out to customers targeted through FI initiatives, and the considerations and challenges which go into setting up and managing these call centres. As FI initiatives mature and competition increases, call centres to support customer service will become key differentiators. Indeed, it is not unreasonable to argue that a quality call centre is essential to build trust in emerging e/m-banking systems.

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