X hits on this document

214 views

0 shares

0 downloads

0 comments

86 / 91

86

      Dr. Lakshmi Mohan

The Pay-Off for Capital One - Calling System Has Become A Competitive Advantage

Lower Costs AND Better Service

Call Centers: NOT A COST CENTRE

Generate Revenues from Cross-Selling

Exceeds Cost of Operations

Actually MAKE MONEY!

“In 1998, for the first time, half of all new Cap One customers bought another product from the company within 12 months of signing up for their credit card. That’s amazing penetration and it leads to high profitability.”

A simple, routine problem in search of a quick solution led to a whole new way of doing business. It enabled us to go back to the business side with a solution that went beyond that problem. What makes our “T” work has nothing to do with “T” – it has to do with our culture.”

Document info
Document views214
Page views214
Page last viewedMon Dec 05 16:39:57 UTC 2016
Pages91
Paragraphs1313
Words7056

Comments