As the competition increases and the ensuring customer loyalty become harder in the market, customer satisfaction becomes the crucial issue for the companies. Corporate put marketing and customer service in the number one position to in their task lists to be able to stay in the competition longer.

Experiences on cost assessments proved that cost of gaining a new customer is much higher than the cost of satisfying and keeping a customer in hand. This is the major reason why companies focus on Call Center operations to collect, evaluate, and solve demands and complaints coming from present and potential customers.

With a professional operational and technological infrastructure, following services can be provided from a call center:

• Take customer demands
• Inform customers about products and services
• Inform customers about sale points
• Solve problems
• Guide customers to get service for their product
• Special marketing operations
• Special events
• New product introduction

Satisfaction assessments, surveys

Call center is a vast resource for most companies to guide them in making strategic decisions:

• Product quality
• Sales personnel performance
• Partner channel performance
• Service performance
• Commercial and campaign success

According to these reports, companies speed up their efforts to improve and maintain customer satisfaction.