Quality deployment for the management of customer calls

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.

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