Business strategy plan of a call centre, Management Theories

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Business strategy plan of a call centre

Growth agenda must be the prime motive of any business strategy. Every contact of employee with a customer is an opportunity for revenue growth. The people answering the phones in the call centre can provide important information on customer needs which are not yet met.It is the mission to provide clients with top quality call center services 24 hours-a-day. A service that provides our clients with the maximum chance of communicating with their end customers. We have an enthusiastic and well trained cadre of customer support trainees who are able to provide excellent services delivered in a timely and cost-effective manner.

We offer a wide range of call centre service including both inbound and outbound calls. The most common needs that we can fulfil by Using promotions "try product for free for first 3 months" , " try product for free for a month" is we can increase the revenue of the company by

  • Generate sales leads
  • Set appointments
  • Market research
  • Surveys (including statistical analysis and political surveys)
  • First level help desk
  • Database or mailing list information
  • Business development
  • Point-of-sale product promotion

 

The work breakdown structure of a call center is

CODES:           ACTIVITIES:

1.1                   Registration of prospective customers

1.1.1                Updating on database with offers or promotions

1.1.2                Updating on website with offers or promotions

1.1.3                Updating on text site

1.2                   Request from client

1.2.1                Received Email

1.2.2                Reply to Email

1.3                   Availability of offers and promotions

1.4                   Text to all Registered clients

1.5                   Response from clients

1.5.1                Email Reply/query replied on phone

1.6                   Data Verification

1.7                   customer support

1.8                   Confirmation of client regarding purchase of the offer

1.9                   Execution & Implementation

 


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