Spring 2011 issue of Horizons

Media & Entertainment

Are YouManaging The Risk For Your Call Center? By David Richert, CPA, CIA, CISA, CQA

Call centers are utilized to a great extent in the media and entertainment industry. Companies focused on information, communication and entertainment delivery, like cable, digital and other high-speed service providers rely heavily on call centers to serve as the front line of their companies. Call centers manage phone calls, emails and letters for technical assistance, requesting answers about bills or types of service, or a variety of other inquiries. This front line support can be a key source of goodwill or frustration. As businesses grow, management often makes economic and strategic decisions to contract with

a third party and outsource their call centers. Call centers can reduce support costs by reducing payroll expenses and redundant work, by easing the means to meet regulatory requirements and by streamlining processes. Key business objectives of a call center can include revenue generation (sales, collections, and retention), efficiency (cost effective operations) and customer satisfaction (strong brand image). Further, some types of contact are governed by laws around data privacy, how quickly inbound calls are answered, and outbound telemarketing calls (‘do not call’ lists).

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