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Addressing Customer Satisfaction in Your Call Centre

Addressing Customer Satisfaction in Your Call Centre

“Companies are taking a more strategic approach to their call centre operations and are no longer viewing them merely as a cost centre that services customers. Previously call centres focused heavily on cost reduction and head count, they are now looking more at service and efficiency.” Siva Pather, Business solutions architect for customer interactive solutions, Dimension Data

The call centre industry is evolving and if call centres need to become profit centres, there will be a need to reduce focus on call duration for the purpose of cost and increase focus on the customer.

The ABC's of Choosing a CRM System

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What features are you looking for in a CRM Solution?
Lead tracking/management     Marking campaign tracking and reporting
Contract tracking/management Call center tracking and reporting
Sales pipeline forecasting/analysis
How many employees will work with this system? 
When do you need to have a CRM solution in place?
Customer service – Are you managing, measuring and eliminating your customer complaints for utmost customer satisfaction? Terrapinn Limited has a solution for your company call centre, where you will gain valuable knowledge to ensure that you drive your company call centre to a profit centre.

Contact Centres World Africa 2006 takes place from 28 – 31 August 2006 at Sandton Convention Centre, South Africa, this is where you will meet, network and form long term partnerships with the experts in this industry. Discuss and debate through our panel discussion: Current call centre strategies to improve service, presented by, Peter Cheales, Author; “I was your customer”, Keryn White, Chief Executive Officer, ContactInGauteng, William Surmon, Sales Platform Optimisation, Standard Bank.

Learn from a real life case study, focused on: A single point of contact for customers incorporating IT technology, presented by Peter Schoeman, Director Sales & Marketing, City Lodge Hotels. Call centres are the first point of contact for customers, service and efficiency need to be a priority for any company. Learn how you can make your contact centre the voice of your organization, presented by Yushen Naidoo, Calll Centre Manager, Pick ‘n Pay.


Attend Contact Centres World Africa 2006 and you can revolutionise your company call centre operations to optimize your overall organizational performance.


For more information, contact: christinah.mazibuko@terrapinn.co.za

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