Concentra BPO: The Falling Customer Satisfaction

Shreya Dhingra (Jaipur National University, India)
Copyright: © 2014 |Pages: 199
EISBN13: 9781466649590|DOI: 10.4018/978-1-4666-4357-4.ch016
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Abstract

This case study is about “Concentra”, started by an entrepreneur along with his wife and colleagues who were later the part of the management. They started by providing BPO for financial services, contact center services, loyalty and customer retention. They started from a small company with limited manpower but grow up into big company spreading in many countries in lesser span of time. As the BPO expands, the management came across many problems in the company. One of the main problems which they came across was the employee dissatisfaction which resulted into lower customer satisfaction. The impact was so bad that they started loosing their customers and their business. This case study explains how a company can increase customer’s satisfaction just by understanding and treating their employees as the first customers of the organization to be served.
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