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Customer service is the linchpin of success for many organizations. With the
proliferation of blogs and online review sites, one bad experience is
quickly reported to thousands of potential customers.
But customer service—delivered online or via phone—is a costly
endeavor and getting more expensive. Labor and energy costs
are rising and advances in technology mean customers expect
more service options, including online FAQ content as well as
phone, email and live chat support.
That means today, more than ever, companies are looking for efficient ways to
reduce customer service costs without losing quality. For many, the solution is to
consider outsourcing all or a portion of their customer call activities.
When done right, delegating customer service can help a company streamline
operations, be more responsive and gain a deeper understanding of their
constituents.