ABSTRACT
This chapter provides the case study that summarizes the organizational impact of setting up a successful contact centre business. Intelligent Finance is a highly respected organization that has used direct contact to develop an innovative customer solution. The financial services sector is now one of the most dynamic, innovative, customer-focused and technologically driven of all industries. Intelligent Finance is a highly respected organization that has used direct contact to develop an innovative customer solution. Intelligent Finance provides an excellent example of an organization that is not just using the contact centre to market its products: it has built its entire business model on the use of this type of delivery model. It provides the capability to work smarter, to understand the customers, to obtain a single view of their activities, and to give them what they want. The first priority is to give the customers the service they require, no matter how long it takes.
