Telefonos de Mexico (Telmex) is a telecom that first implemented call centres in 1991. By 1998 Telefonos was operating 50 call centres and 70% of clients preferred to deal with them via telephone. 71% of their customers were satisfied with the service compared to 45% when they installed the first call centre....

BPIR Categories

1.3.2 Determine & provide customer contact mechanisms

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