Call Centre Consultants

   joinedup-thinking

   The Consequence of Experience

Customer Service

Improving the Customer Experience

If you are responsible for your company’s a Call Centre Operations, whether in-house, outsourced or as a combination of both, you are at the front line of your company’s interaction with its customers. Your Call Centre is the voice of the Company. How customer calls are handled has a direct impact on the success of the whole Business. Few other areas of a company’s operation hold such an influential voice and position.

 

 

 

 

 

 

How often do you listen to your Call Centre?

• Could the service be more effective?

• Could you improve the Customer Experience?

Maximising the effectiveness and potential at every customer touch-point is joinedup-thinking.

Achieving Customer Service Excellence

Many customers prefer the convenience of dealing via the telephone and expect to be dealt with by well-trained and motivated people who are empowered to help them. This is not always the reality.

Listening to calls will reveal how your call-handling may need to change. It will also highlight any systems and processes that need to change to empower your staff to complete each call to the customers’ satisfaction. The goal should be to avoid the Silo Mentality and to get each call Right First Time.

By understanding how to deliver great customer service, companies can generate increased sales revenue and improve customer retention.

CRM – Improving the Customer Experience

Customer Relationship Management, (CRM), is one of today’s key business focuses. The principle – know your customer and your marketplace – is sound if it is supported by a company’s actions.

Many companies extensively research customer profiles and databases, but fail to capitalise on this resource at the point of customer contact.

Matching the customer experience with the customer expectation should be a company’s overriding focus and will directly influence sales, customer satisfaction and customer retention. CRM systems can then support company growth still further.

That’s joinedup-thinking!

Copyright joinedup-thinking.com 2008 All rights reserved