Aug 4 2011, 12:37 PM
QUOTE(soul2soul @ Aug 4 2011, 11:51 AM)
You have to think of business.
If you have 1 million customers, you may employ (for example) 100 staffs to handle the helpline.
When your customers base grow to 10 million , if you don't cut cost, you will have to employ 1000 staffs. The Net gain of profit is zero because it's offset by higher operating costs. You have to employ 10x more staffs and to pay them monthly salary.
If you start charging customers for call to helpline, you directly discourage customers to call in.
It's not customer friendly but it is quite effective.
Why they want to cut cost if they already gain profit. They should think more about hot to give a better service to their clients(cust) other than how to make easy money. Plus there is no one in this world gonna call the customer service without any reason right?If you have 1 million customers, you may employ (for example) 100 staffs to handle the helpline.
When your customers base grow to 10 million , if you don't cut cost, you will have to employ 1000 staffs. The Net gain of profit is zero because it's offset by higher operating costs. You have to employ 10x more staffs and to pay them monthly salary.
If you start charging customers for call to helpline, you directly discourage customers to call in.
It's not customer friendly but it is quite effective.
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