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Originally Posted by gary_580
The problem is more the fact that companies are being forced to make bigger and bigger profits. One way to do that is to cut costs and therefore reduce the size of call centres rtc, well its either that or the punter pays more.
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Yes, but that's poor business analysis and very short-sighted. Consistently good customer service is the way to sustainable profits - cutting costs is a short-term thing and in the case of customer service, foolish. You need to spend money to make money
