Quality deployment for the management of customer calls
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 2000
Abstract
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.
Keywords
Citation
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. https://doi.org/10.1108/09604520010318281
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited