Before a bank can even begin approaching greater call center profitability, it must first design the right environment for peak customer service rep performance.

Can the design of your call center affect your bank's profitability? It's logical that a pleasant working environment results in happier employees which, somehow, must help the bottom line. The problem is that somewhere in every decision-making process lurks the CFO demanding a "business-case" analysis of any design solution that costs more than the lowest cost, baseline call center. After all, that's the way capitalism works; in business, the ultimate goal is profit. If a direct connection between a business decision and profit can't be made, the decision can't be justified.

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