Quality deployment for the management of customer calls
Zeph Yun Chang, Loi Hui Huang · Managing Service Quality · 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.