Introduction

Currently, quality customer service is the most powerful competitive advantage of a majority of successful companies. Both the growing popularity of electronic communication channels as well as pressure to optimise costs distinctly affect the direction on which the method of customer care is heading. Phone Customer Centres, Call Centres and Contact Centres are notions that we are encountering in almost any larger company nowadays, regardless of whether the matter is in a financial institution, logistic centre or a production plant. Of course, nobody says the times of personal visits to the client and long business dinners are over. Anyway, how many customers are you really able to devote your time in person?

The company Webster Communications is primarily focused on delivering solutions and providing services related to building and operation of customer centres. We are not going to persuade you that it is ideal to purchase technology and to operate it on your own or that the only correct solution is to outsource customer care and to dedicate own resources to the core business. The reason is simple - we are able to provide both.

Providing quality customer support is far not only the matter of technology or that of the lowest price. Consultants of the company Webster Communications will help find answers to a majority of the questions related to building a new customer centre or to optimising the existing one. You need not even know what you actually need - even questions will be asked instead of you:

• Does our company need a contact centre at all?
• How many operators should we employ?
• What services will we provide to our customers at a contact centre?
• How will we evaluate and motivate the staff of customer support.
• Is it worth for us to invest in technology and human resources?
• Does the contact centre manage to earn for itself?
• What are actually the options to outsource customer support?