The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
The 100% Surefire Way to Save on Customer Service Expenses
Tuesday - May 09, 2006 02:30 PM in
In the news today, we see that AOL is cutting 1,300 call center agents because the volume of calls has halved since 2004.
The company attributed this remarkable shift to smarter customers and better self-service options. A spokesperson even said, "That's a remarkable success in terms of customer care."
Fortunately, the intrepid BBC reporter has done the homework and reminds us of the otherreason AOL is able to save so much money on customer service: its subscriber base has shrunk by 25% in the past four years.
Simple formula: no customers, no service.
See how easy this is?
Posted by Peter Leppik
Fortunately, the intrepid BBC reporter has done the homework and reminds us of the otherreason AOL is able to save so much money on customer service: its subscriber base has shrunk by 25% in the past four years.
Simple formula: no customers, no service.
See how easy this is?
Posted by Peter Leppik
Posted at 02:30 PM by | | | |