Campfire-Ology & Story Telling

Academic Journal - EMPATHY

Monday 05th October 2009

An Application of the ERIC Benchmark Programme in UK Call Centres

This article explores the relationship between customer experience of call centres and company profitability. Empirical research using data from the ERIC Programme™ of Harding and Yorke and financial data from the AMADEUS database identifies that there is a strong relationship between certain dimensions of the customer experience and profitability. The article concludes that companies need to investigate this possible relationship for their call centres, to see whether their management of call centres is focusing on the right attributes.