The road from business projection to tangible results in the call center industry is a permanent challenge for the specialists. A contact center oriented strategy makes the difference. The minute of an onsite sales representative is approximately 50% more expensive than the minute of a call center agent. Moving on from face to face business interaction to phone customer interaction saves 25% of the consumed time. A contact center should never be a simple cost, but a safe investment in the future. Taking the Western example, the Romanian business environment focuses more and more on call center investments, as an efficient marketing tool, which must sell, sell and sell again.
Aiming to stimulate the development of the local contact center industry through comprehensive know-how and business networking, DNA Solutions, the leading enterprise solutions provider, supported the most important call center event of the year, Call Center & Customer Care Conference and Expo Care, 6th edition 2010, by being a reliable partner for this series challenging of events. The speaker agenda of the conference was based on practical business guidelines for a smart call center approach, from de modern IT infrastructure, to new ways of revenue increase based on revolutionary customer experience. Major topics: customer loyalty, performance management, cost and time efficiency, transactional sales versus consultative sales, first call resolution improvement and the ultimate technological call center tools.