Your customer contact center is more important to your customer relationships than you think. The people on your end of the phone are the “face of the company” and directly interact with the customer. Call centers can solve customers’ problems, prevent churn and offer an opportunity—with every call—to up-sell or cross-sell products and services. So before outsourcing a call center to India, Eastern Europe or Latin America, know which calls to keep and which calls should go.
