What is a customer-friend call center?
It meets the following criteria:
* answers your call immediately
* by a person (not a machine)
* gives you the answer immediately to simple questions (represents the bulk of cases)
* for a complicated matter, get the relevant expert to call you back
The call centers of most large organisations are NOT customer friendly:
* they ask you to press many buttons
* they ask you to navigate through many options
* the customer usually gets lost on the way
* mostly, a frustrating experience.
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