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Call Center Management Using ITIL: Benefits

         Improved Customer Service perception and satisfaction

         Increased accessibility through a single point of contact, communication, and information

         Better-quality and quicker turnaround of customer requests

         Improved teamwork and communication

         Enhanced focus and a proactive approach to Service provision

         A reduced negative business impact

         Better managed infrastructure and control

         Improved usage of IT support resources and increased productivity of business personnel

         More meaningful management information to support decisions.

One key benefit of a Call center is the provision of management information;

          Staff resource usage

          Service deficiencies

          Service performance and target achievement

          Customer training needs

          Associated costs.


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