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Jakarta Post
The Jakarta Post
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Insight : Tuned in by humanizing the call center experience for customers

  • Amol Titus

| Sat, May 19 2012 | 01:19 pm

PREMIUM There are two ways for companies to look at call centers. The first is to look at them as a part of their cost-control strategy — avoid hiring expensive permanent staff, outsource to a low cost vendor, focus on frontline revenue generating sales and relegate servicing to shared pools of back office service staff, use technology to “standardize” responses and minimize flexibility since it res...