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Best Practices for Transforming Call Centers into Blended Sales/Service Organizations: A Whitepaper by Donna Fluss of DMG Consulting

The majority of today’s service-oriented call centers – whether focused on customer service, field service or technical support – will become revenue-generating profit centers. Senior executives have a fiduciary responsibility to shareholders and employees to reduce expenses and improve operating margins. They can no longer afford to have their company’s profitability reduced by non-revenue-generating activities.

At the same time as senior executives are facing intense pressure to improve their operating performance and bottom line, they are also recognizing the important role that customer service plays in retaining customers and enhancing their brand. Building a customer-centric organization is no longer an option; it is a strategic imperative.

This white paper:

• Provides a roadmap for converting service-oriented call centers from cost centers into revenue generators
• Establishes the business case
• Provides best practices and tactics for succeeding with this essential transition