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Quality deployment for the management of customer calls

Zeph Yun Chang , Loi Hui Huang (Zeph Yun Chang is Associate Professor at the National University of Singapore, Singapore.)
Loi Hui Huang (Loi Hui Huang is Manager at Digital Microwave Corporation, Singapore.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 2000



Customer calls confer accessibility for promoting sales opportunities. It is the key element of a company’s customer service system. Presents a methodology for quality management of customer communication through telephone, e‐mail and Web support for both internal and external customers. The concept of a customer call centre is introduced and quality dimensions of customer call services are established with call status coded and problem severity issues being addressed.



Yun Chang, Z., Hui Huang, L. and Hui Huang, L. (2000), "Quality deployment for the management of customer calls", Managing Service Quality: An International Journal, Vol. 10 No. 2, pp. 98-103.




Copyright © 2000, MCB UP Limited

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