Using call centres to deliver customer solutions

Customer satisfaction depends upon a product’s performance in relation to a buyer’s expectations. If the product’s performance falls short of expectations, the customer will be dissatisfied. However, if the performance matches or exceeds expectations, the customer will be delighted.  For companies with a broad customer base, customer satisfaction is both a goal and a major factor in influencing company performance. This case study focuses on BUPA, the independent health and care company and market leader in the health care industry. It illustrates how BUPA uses…