Improving customer service via call centres.

Byline: Prasanna Raman

AS customer service becomes increasingly important in today's competitive business world, an increasing number of organisations are looking into implementing call centres to better serve their customers. Besides improving service quality, call centres help to increase revenues and reduce costs.

According to FrontRange Solutions Inc's vice president Asia-Pacific Archie Wilson, the typical business will lose half of its customers within five years to competitors simply because their service do not meet the customers' expectations. FrontRange develops software and solutions in the help desk/call centre and customer relationship management …