How to make customers happy

Public release date: 5-Apr-2012
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Contact: Ute Schoenfelder
presse@uni-jena.de
49-364-193-1030
Friedrich-Schiller-Universitaet Jena

Economists at Jena University present a study about the evaluation of call centers

Jena (Germany) Are you having trouble with the dishwasher? Or with a computer, that doesn't work as it should do? Or with an incomprehensible instruction manual for the new book shelf? No problem there is a service hotline for cases like these after all. But if you call them, in most cases you won't be able to talk to someone close by, but you will be transferred to a call center abroad instead. To cut costs many companies have not only moved their production units, but also their customer services departments to cheaper offshore locations.

But the question is: what impact does this have on the service performance of a call-center? "According to prevailing opinion: a negative one," says Prof. Gianfranco Walsh from Friedrich Schiller University Jena (Germany). In his experience, "most customers contacting a call-center abroad expect communication problems and a lack of customer orientation". Prof. Walsh and his colleagues show in a new study published in International Business Review that they are in the wrong.

The fear or suspicion of bad performances from offshore service centers is unjustified as the economists of Jena University, EBS Business School Oestrich-Winkel (Germany) and the Bowling Green State University (USA) are able to point out. "Contrary to previous assumptions the results of our study show that the evaluation of the performance of call centers abroad is not necessarily worse than that of domestic call centers," Simon Brach from Jena University says. "It doesn't influence service performance outcomes from our point of view if the customers speak to a call center in Germany or abroad," the researcher from Prof. Walsh's team stresses.

The researchers interviewed more than 800 customers of German speaking call centers with locations in Germany, Poland and Turkey for their study. They examined how the location of the call center, the perceived accent of the call center agents and their customer orientation were reflected in the customers' assessment of the call center's performance. Assessment criteria were, amongst others, the customer satisfaction relating to the agent's service, the trust put into them and if the customers were at the end willing to recommend the service hotline in question. While customers clearly perceived the different accent in the case of foreign call centers, this was scarcely of any importance to them in the evaluation of the service provided by the agents. Knowledge of the location in the home country or abroad was no reason to complain about the consulting service for most customers. The results of the new study show that the only decisive criterion for a positive evaluation was the customer orientation of the call center agents. Therefore, the economists recommend companies to put a stronger focus on this aspect when they are recruiting call center staff no matter if in Germany or abroad.

###

Original Publication: Walsh G. et al. What the eye does not see, the mind cannot reject: Can call-center location explain differences in customer evaluations? International Business Review 2011, DOI: 10.1016/j.ibus-rev.2011.11.002

Contact:
Prof. Dr. Gianfranco Walsh, Simon Brach
Faculty of Economics and Business Administration
Friedrich Schiller University Jena
Carl-Zei-Strae 3, D-07743 Jena
Germany
Phone: ++49 3641 943110, ++49 3641 943116
Email: walsh@uni-jena.de, brach@uni-jena.de

---

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Public release date: 5-Apr-2012
[ | E-mail | Share ]

Contact: Ute Schoenfelder
presse@uni-jena.de
49-364-193-1030
Friedrich-Schiller-Universitaet Jena

Economists at Jena University present a study about the evaluation of call centers

Jena (Germany) Are you having trouble with the dishwasher? Or with a computer, that doesn't work as it should do? Or with an incomprehensible instruction manual for the new book shelf? No problem there is a service hotline for cases like these after all. But if you call them, in most cases you won't be able to talk to someone close by, but you will be transferred to a call center abroad instead. To cut costs many companies have not only moved their production units, but also their customer services departments to cheaper offshore locations.

But the question is: what impact does this have on the service performance of a call-center? "According to prevailing opinion: a negative one," says Prof. Gianfranco Walsh from Friedrich Schiller University Jena (Germany). In his experience, "most customers contacting a call-center abroad expect communication problems and a lack of customer orientation". Prof. Walsh and his colleagues show in a new study published in International Business Review that they are in the wrong.

The fear or suspicion of bad performances from offshore service centers is unjustified as the economists of Jena University, EBS Business School Oestrich-Winkel (Germany) and the Bowling Green State University (USA) are able to point out. "Contrary to previous assumptions the results of our study show that the evaluation of the performance of call centers abroad is not necessarily worse than that of domestic call centers," Simon Brach from Jena University says. "It doesn't influence service performance outcomes from our point of view if the customers speak to a call center in Germany or abroad," the researcher from Prof. Walsh's team stresses.

The researchers interviewed more than 800 customers of German speaking call centers with locations in Germany, Poland and Turkey for their study. They examined how the location of the call center, the perceived accent of the call center agents and their customer orientation were reflected in the customers' assessment of the call center's performance. Assessment criteria were, amongst others, the customer satisfaction relating to the agent's service, the trust put into them and if the customers were at the end willing to recommend the service hotline in question. While customers clearly perceived the different accent in the case of foreign call centers, this was scarcely of any importance to them in the evaluation of the service provided by the agents. Knowledge of the location in the home country or abroad was no reason to complain about the consulting service for most customers. The results of the new study show that the only decisive criterion for a positive evaluation was the customer orientation of the call center agents. Therefore, the economists recommend companies to put a stronger focus on this aspect when they are recruiting call center staff no matter if in Germany or abroad.

###

Original Publication: Walsh G. et al. What the eye does not see, the mind cannot reject: Can call-center location explain differences in customer evaluations? International Business Review 2011, DOI: 10.1016/j.ibus-rev.2011.11.002

Contact:
Prof. Dr. Gianfranco Walsh, Simon Brach
Faculty of Economics and Business Administration
Friedrich Schiller University Jena
Carl-Zei-Strae 3, D-07743 Jena
Germany
Phone: ++49 3641 943110, ++49 3641 943116
Email: walsh@uni-jena.de, brach@uni-jena.de

---

[ | E-mail | Share ]

?

AAAS and EurekAlert! are not responsible for the accuracy of news releases posted to EurekAlert! by contributing institutions or for the use of any information through the EurekAlert! system.

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Motorola GLEAM+ shimmies onto shelves, into European pockets

There are many typographical accoutrements manufacturers can hang on existing product names to let you know that this one's different, better. Motorola's plumped for the humble "+" to let us know this isn't just any Gleam, it's a new, improved beast. So what's changed since last time? Well, it's dropped a dress size first of all, measuring 0.4mm thinner than its elder sibling, and that dot-matrix style outer display now stands much taller. The main screen also jumps from 2.4- to 2.8-inches, sporting a 400 x 240, WQVGA resolution. So, if you're a fan of the form-factor, and live in Europe (it still only has that dual band GSM radio) then you can get your mitts on it from today. PR after the break.

Continue reading Motorola GLEAM+ shimmies onto shelves, into European pockets

Motorola GLEAM+ shimmies onto shelves, into European pockets originally appeared on Engadget on Wed, 04 Apr 2012 06:44:00 EDT. Please see our terms for use of feeds.

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8 Methods Of Internet Marketing ? That Will Help Your Business ...

The way we do business at the moment has changed dramatically and that is because of the internet, I am going to explain to you in this article 8 different methods of internet marketing.

With email and the internet we now have a way to show our products, services and opportunities to people worldwide, this gives us a way to constantly keep in contact with our customers, prospects and leads.

1. SEO ? Search engine optimization is an excellent method of driving traffic to your website or blog, SEO works by trying to get your site or blog to rank high on the search engines.

The way to do this is by finding valuable keywords in your kuala lumpur hotel reservation niche that people search for everyday, then once you find a keyword that you are looking for you then go and write some content around that keyword and put it on your site or blog.

You then have to promote that content you wrote and get back links and social media votes, SEO is one of my favorite methods of internet marketing.

2. PPC ? Pay Per Click allows you to create ads that are linked to high traffic keywords, what you do with PPC is you can make as many ads as you wish and both Google and Yahoo have programs that allow Pay Per Click.

Basically with Pay Per Click programs you decide how much you are willing to pay for people to click on your ad, and the more you want to Pay Per Click the higher on the search engines your ad will be, the price varies from pennies to hundreds of dollars.

If you do decide to use this method of internet marketing make sure you have enough money to use on it because once you stop paying for your ad it will not rank high on the search engines anymore.

3. Google AdSense ? The way this method works is you have ads from other peoples websites on your website, every time other peoples ads get clicked on in your site you will make money.

The price will depend on the keyword related to the ad, if you don?t want your seo service competitors to appear on your site you can block them out.

One of the very good things about Google AdSense is when you pay for an ad that will appear on another persons website this creates a back link to your site which will eventually improve your ranking on the search engines the more back links you get.

These ads are a very effective way of generating lots of traffic to your site that you target and along with the other methods it is only one of the top effective methods of internet marketing.

4. Banner Ads ? These ads are very colorful, have graphics, animated and they can catch peoples eyes very fast, you can place these banner ads either at the top or along the bottom of a webpage.

You is also vertical banner ads which you can place on either side of a web page, we call these sky scrapers.

So whichever type of banner ad appears on someone?s page they always link back to a different website, which will be yours in this case.

I would recommend that you try to avoid animated ads, because according to statistics these types of ads do not work as well as the ads that have no motion in them.

5. Online Newsletters ? This is a very effective way of forming a relationship with your potential customers, with this method you can constantly keep people up to date about new products, services and changes.

On the bottom of the newsletter you should make sure and have an opt in and an opt out form, if you wanted to you can always have an opt in form on your website which is very effective too.

6. Online Magazines ? This type of method is similar to print magazines where you would buy ad space for a certain fee, and depending on how much traffic that the particular magazine gets this will decide the fee you pay.

7. Website Lead Generation ? With this method there are services that can provide you leads that are already qualified and you will pay a certain price per lead.

The way it works is that these particular companies find possible leads in a few different ways and one of the ways includes cold calling, I could go into a lot more detail on all these different methods of internet marketing but it would take more than just this one article.

8. Online Directories ? This method of internet marketing is where you have loads of different types of online directories and city guides, you also have the online yellow pages.

You can get yourself listed under the correct categories that relates to what you are doing, with the majority directories they have a general listing which is free and you can also pay for adverts if you wish too.

So in this article I have only explained the online marketing basic principles of just 8 methods of internet marketing and there?s a good few more you can use too, but remember that you do not have much of a chance to interact with potential prospects with internet marketing apart from the phone so make you portray the right message online.

Article Written and posted by Lucy Franklin

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Not-for-Profit Board Governance & Compliance Update ? Health and ...

As a key player in the nonprofit community, New York recently took big steps to combat bad habits and under-supported initiatives and regulations. In a recent report drafted by the Leadership Committee for Nonprofit Revitalization (?Committee?) and released by New York Attorney General Eric T. Schneiderman (?Attorney General?), among all issues addressed, strengthening board governance and accountability seemed to be the elephant in the room.

Adam Reiss, CPA and Citrin Cooperman?s Partner in charge of the firms not-for-profit organizations and employee benefit plans practices has?addressed the two initiatives designed around improvement of board goverance and developed a ?Annual Board Governace and Compliane Checklist?.? To review this article and check list click here.

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Home Improvement Help You Need To Succeed

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Romney's focus on Obama brings new challenges

GREEN BAY, Wis. (AP) ? As Mitt Romney looked for a sweep in Tuesday's three Republican primaries to tighten his grip on the party's nomination, President Barack Obama criticized the GOP front-runner by name in a campaign ad for the first time, signaling that he too thinks the nomination race is all but over.

Regardless of the outcome in Wisconsin, Maryland and Washington, D.C., Romney was rapidly shifting toward the general election ? and the challenges of Obama's better-financed and better-organized opposition.

The president flexed that campaign muscle Monday, suggesting that he's ready for Romney even if the former Massachusetts governor isn't quite ready for him. Obama released a television ad set to run in six swing states accusing Romney of standing with "Big Oil." The ad came hours after the release of a similar campaign from an Obama ally.

Romney has been ignoring his Republican rivals for several days and taking it to the Democratic president, whom he accused Monday of "crushing dreams" with a "government-centered society."

"He takes his political inspiration from the capitals of Europe," Romney told supporters in Green Bay, Wis., one day before the latest primaries in the GOP fight. "His version of a perfect world is a big-spending big government."

The grinding Republican primary, already 3 months old, has complicated his ability to re-focus his broader organization and resources toward Obama. Aides concede that staff building and fundraising for the fall match-up are lagging.

Romney's recent string of high-dollar California fundraisers was limited to raising money only for the Republican primary contests. Aides are only beginning to take steps to raise cash to use against Obama, who has been aggressively fundraising and distributed staff on the ground in almost every state in the nation.

The delay has given Obama a massive head start. The disparity is staggering.

At the end of February, Obama reported $84.7 million in his campaign account compared to Romney's $7.3 million. Obama has more than 530 paid staff compared to roughly 100 for Romney.

A fading Rick Santorum, also campaigning in Wisconsin on Monday, said that Romney has essentially bought his success by outspending the competition.

Romney and his allies have spent a combined $53 million on television advertising so far this election cycle compared to just $27 million from his three Republican competitors combined, according to data compiled by the media tracking firm SMG Delta.

Santorum's team, having narrowly lost a string of high-profile contests, spent just $9 million.

"With almost unlimited resources, Gov. Romney has not proven to be very effective," Santorum said Monday as he predicted a possible upset in Wisconsin. "The only way he's been successful in winning the primaries is by just bludgeoning his opponents by an overwhelming money advantage ? something he's not going to have in the general election."

In the primary race, Romney has a huge advantage in delegates. On Monday, The Associated Press count had Romney with exactly half the delegates needed to win the nomination, 572, and twice as many delegates as Santorum.

For the fall campaign, Romney's presidential hopes may rest, at least in part, upon the ability of the Republican National Committee to give him a running start. The RNC, beset by problems of its own in recent years, says it's ready to meet the challenge. Yet party officials acknowledge limitations. General election fundraising in particular has suffered without a nominee.

The RNC last week announced it had filled a "presidential trust" with $21 million to spend in coordination with the nominee. But there is no limit on what the committee can raise and spend on its own to support the party's presidential contender.

"There are donors that are sitting on the sidelines right now," said RNC political director Rick Wiley.

Romney's campaign has been anxious to be able to raise money for the party itself when it holds finance events ? donors can cut checks of up to $30,800 to the party committee. Without the nomination, however, Romney hasn't been able to ask for that money yet. That's changing this week, the Romney campaign said Monday night, as Romney prepares to begin raising money jointly with the RNC. The Wall Street Journal first reported the change in strategy.

Romney spokeswoman Andrea Saul said the campaign has been talking to the RNC about preparing to challenge Obama, including joint fundraising. "Our donors are ready to mobilize for November and understand that, for the Republican nominee to be able to compete with the $1 billion Obama machine, they need to get started now," she said in a statement.

Complications for the Romney campaign extend beyond fundraising.

Wiley said the committee's nationwide network of "victory centers" might not be fully operational until August unless a nominee secures the nomination soon.

"I think you will see as soon as you get a nominee, an accelerated ramp-up of staff," Wiley said. "Right now everyone's out the door by August, but I can see a scenario where everyone was out the door by June or July if we had a nominee in the next 30 days or so."

Late last month, the RNC opened general election offices in North Carolina and Virginia and in Florida, a critical swing state where the committee now has 10 offices, according to Wiley. And this week offices are set to open in Nevada, Colorado, New Mexico and Michigan.

Romney's campaign, which would assume control of the offices should he claim the nomination, has been slow to implement a plan to reach Hispanic voters, outside of a handful of states, such as Florida. The RNC separately is instituting Hispanic state directors this week in Florida, North Carolina, Virginia, Colorado, New Mexico and Nevada.

While the RNC cannot pick sides before a nominee emerges, Romney's campaign has benefited from a network of informal alliances. Many members of Romney's senior staff have either worked for, or closely with, the RNC for years.

Wiley, for example, worked under Romney's political director, Rich Beeson, for more than a decade. Beeson was the RNC's political director four years ago.

Beeson said that even without the RNC's help, the Romney campaign has built a network of donors, prominent supporters and voter files that will translate to the general election.

"You don't go into Florida and bank as many early absentee votes and do what we did statewide without leaving behind a pretty good organization that's still in place and will be there in a general election," Beeson said. "Same with Ohio, same with Michigan, same with Colorado, with Nevada ? just sort of go down the list. There is an infrastructure in place in every one of those states."

In some cases, however, the campaign is not as prepared as Beeson would like.

Romney's campaign often moved staff from state to state as the primary progressed. Much of Romney's Florida senior team, for example, left the state for Ohio as soon as voting finished ? and then moved on yet again from Ohio to Illinois and then to Wisconsin.

They are eager to expand, however. The campaign has a list of Republican operatives ready to hire as soon as Romney has general election money to pay them. The campaign's Boston office occupies two floors but is preparing to fill a third.

In Chicago, Obama's team has 300 paid staffers already at work inside the president's re-election headquarters. They're anticipating a general election against Romney.

"We are building the largest grassroots campaign in history on the ground," Obama campaign spokesman Ben LaBolt said. "Ultimately, our supporters talking to their networks about the two candidates, their records and their visions for the country will be much more persuasive than any television spot."

__

Associated Press writer Beth Fouhy contributed to this report.

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Why Small Companies Might Need Business Consultants

Operating a business is hard, especially if your company is struggling to attain its potentials. If you're fed up with coping with this problem and wish for much better options, perhaps it's time to seek out professional help. Business consultants help Philippine businesses boost their techniques and processes, allowing them to perform better and achieve their set goals.

On target: business consultants

Business consultants support firms on the different elements of operating a business. They are instigators of transformation providing external perspective for firms needing developments. Consultants can either focus on aiding new companies, small businesses, and large firms.

Their purpose in new companies is usually to examine and make suggestions on strategic business plans. Some business owners may even hire them before they make any move or beginning a company. Once this occurs, consultants become analysts. Business consultants examine strategic business plans and oversee how feasible the plans are in terms of money, service or product offered, and objectives set by the would-be firm proprietor.

Business consultants function as specialists out to inspect various parts of the business. This may include examining methods for bookkeeping, supply control, expense, and advertising and marketing methods. Their duty is to understand problem areas and develop better processes.

Consultants may provide the same services to huge businesses. Even though most huge corporations usually just need particular developments on operations, especially when they think some areas are having delays or slowdowns.

Consultants usually have backgrounds on business administration. Quite a few presently work or formerly ran their own businesses. Most, if not all, are supported by educational credentials and hands-on experience. These qualities are very important while looking for consultants to work with.

Advantages of signing on a consultant

Better production and improved workflow are often the leading benefits furnished by companies supplying business consulting. Philippine business proprietors who have tried using these types of services often note how changes brought greater outcomes. Some proprietors suddenly found themselves having additional time to focus on other pursuits, since they were able to hand over work efficiently. Others report improved staffing that translates to lesser expenses on salaries and overtime payment. There are also enterprise owners began having improved workflow, attracting more income possibilities and greater income.

Cost of hiring consultants

Costs rely on time and service allotted for business consulting. Philippine firms requiring more support can expect bigger charges due to the demand they ask from consultants. For example, if you wish to restructure the entire business to boost work procedures, they may charge you higher. Such things happen since individuals and time are needed to answer the challenge.

If you're intending to hire consultants, make sure you examine their experience and years in the industry. Look into the fees offered by different firms involved in business consulting. Philippine consultancies' knowledge reflects on their past and current clients so don't forget to examine this, too. Once you've found an organization to cooperate with, demand a contract to learn the services you're acquiring.

Carmine Lombardi wants to hire business consultants connected with a reputable business consulting Philippines firm.

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