Customer Relationship Management and Supply Chain

According to the six characters of customers, that are emotions-driven, thought-driven, reactions-driven, opinions-driven, reflections-driven, actions- driver, We think that thought-driven is kind of customer we are , because we re the kind of customer that want facts and analysis and do not waste time on pleasantries . Also, we think it would be advantageous to speak with a customer service representative who has a personality similar with us because the customer service won’t waste their time during answer about the question that we ask, and the customer service explain based on the facts and analysis.

So, the answer won’t be false or dissatisfaction because the customer service’s answer is the facts. 2. Should companies inform customers about the use of Loyalty software in their call centers ? Why or why not ? Support your answer . We think that companies should inform customers about the use of Loyalty software in their call centers . Because Loyalty is a company that provides complex software which is not only can define a specific complaint , but also can analyze a caller’s personality.

Also, this software has reduced call center expenses by up to 20 percent by making the calls shorter and more productive. Problem : Call centers are expensive . An average call center seat (representative) costs about $50,000 per year to maintain. The biggest companies, such as AT&T, tit 1 00,000 seats, spend billions of dollars to placate irritated customers.

Solution : Based of the problem that is call centers are expensive and average call center seat cost about $50,000 per year, a company called Loyalty provides complex software that not only can define a specific complaint, but also can analyze a caller’s personality. Loyalty has analyzed 600 million conversations, and it’s 1 ,OHO arrives store 600 terabytes of customer data. So, Loyalty can solve that problem because Loyalty provides a software that has reduced call center expenses by up to 20 percent by making the calls shorter and more productive.