Mony Modes, One Voice

Creating a Customer Contact Center

When iGo.com, formerly 1-800-Batteries, decided to upgrade its call center to take inbound calls from the Web, its most important decision was the call center’s physical arrangement.

For many catalogers, the hardest decision is where to place Web-enabled services within the call center. For iGo, the first attempt was to create two teams: Net reps and a Call Center Team. According to Debbie Moberly, director of growth and development for iGo, the split provided fragmented customer service because different messages were used for each medium. Instead, the center has recently been consolidated into a single Customer Contact Center housing both the call center team and Net reps. Moberly says this arrangement works best.